Contact Center

How Sales Coaching Boosted the Health of a Healthtech Giant?

Rimlee Patgiri
February 6, 2024
7
 mins read

Last modified on

As a healthtech leader, staying ahead of the curve can be a monumental challenge. You're likely all too familiar with the relentless pursuit of higher conversion rates in a highly competitive industry. 

Agent's incapability to access the appropriate data accounts for the majority, specifically 60%, of unsuccessful First Contact Resolution (FCR) endeavors.

It’s certain that constantly seeking ways to boost sales and improve your team's performance can keep you up at night. This is where a sales coaching program comes into play, like a beacon of hope in the digital healthcare landscape. 

In this blog, we'll delve into the impact of automatic coaching on the conversion rate of a thriving Healthtech leader. We'll explore what sales coaching is, who can benefit from it, and whether it's a profitable investment. 

Plus, we'll share insights on how you being a sales coach, can manage your sales team effectively, uncover valuable sales coaching examples, and even provide you with a sales coaching plan template. 

So, let's begin this journey to discover the transformative power of sales coaching in the Healthtech realm.

Who Needs Sales Coaching in a Call Center?

Who needs sales coaching?
Who needs sales coaching?

In a call center, sales coaching isn't a one-size-fits-all solution. However, it's highly beneficial for various individuals and teams within the sales organization. 

1. Sales Representatives

The frontline sales representatives are often the most obvious candidates for sales coaching. They can improve their pitch, objection handling, and closing techniques through coaching sessions, ultimately leading to increased sales.

2. Sales Managers

Sales managers play a pivotal role in shaping the success of their teams. Sales training can help them refine their leadership skills, performance monitoring, and strategic decision-making, positively impacting the sales team's results.

3. New Hires

Onboarding new sales agents is critical in call centers. Sales coaching can accelerate their learning curve, ensuring they quickly become productive and contribute to the team's success.

4. Underperforming Agents

When sales reps struggle to meet their targets, targeted coaching can pinpoint their weaknesses and guide improvement. This helps retain and nurture talent, particularly in high-turnover call center environments.

5. Experienced Agents

Even seasoned sales reps can benefit from ongoing sales training. It helps them stay motivated, learn new strategies, adapt to changing market dynamics, and maintain high-performance levels.

6. Entire Sales Teams

Group coaching sessions or team-building exercises can foster collaboration, healthy competition, and a shared sense of purpose among team members. This can lead to improved team dynamics and overall performance.

7. Customer Support Representatives

In some call centers, customer support agents may also be tasked with upselling or cross-selling products or services. Sales coaching can equip them with the skills to handle these tasks effectively without compromising customer satisfaction.

8. Quality Assurance Teams

These teams often evaluate and score calls for adherence to scripts, compliance, and customer service standards. Coaching can help them provide constructive feedback to sales reps and support their ongoing development.

9. Trainers and Coaches

Those responsible for providing sales coaching should also receive coaching themselves. Continuous improvement in coaching techniques and strategies is essential for ensuring its effectiveness.

Improve coaching effectiveness starting today.

What are Some Effective Sales Coaching Techniques?

Sales coaching techniques
Sales coaching techniques

In a call center, sales coaching isn't a one-size-fits-all solution. However, it's highly beneficial for various individuals and teams within the organization. 

Here's a breakdown of who can benefit from sales coaching in a call center:

1. Active Listening

Sales reps should be trained to listen to customers actively. This means paying close attention to what the customer says, asking clarifying questions, and empathizing with their needs

Active listening helps reps understand customer pain points and preferences, enabling them to tailor their pitch effectively.

2. Role-Playing

Role-playing exercises are invaluable for honing sales skills. During these sessions, coaches and reps can simulate real sales scenarios, allowing reps to practice objection handling, pitch delivery, and building rapport

It's an opportunity to refine techniques safely before engaging with actual prospects.

3. Feedback and Analysis

Regularly reviewing recorded sales interactions provides many learning opportunities. 

Coaches should offer constructive feedback, highlighting what the sales rep did well and where there's room for improvement. Concrete examples from actual interactions can make feedback more relatable and actionable.

4. Goal Setting

Setting clear and measurable sales goals is crucial for motivation and focus. Coaches should work collaboratively with sales reps to establish SMART goals (Specific, Measurable, Achievable, Relevant, and Time-bound) that align with the company's broader sales objectives. 

These goals serve as a roadmap for individual performance improvement.

5. Objection Handling

Effective objection handling is a cornerstone of successful sales. Coaches should train reps to anticipate objections and equip them with persuasive responses. 

Role-playing objections can be particularly useful in helping reps develop confidence and adaptability in handling objections from prospects.

6. Sales Analytics

Leverage sales analytics to gain insights into team performance. Tracking key performance indicators (KPIs) such as conversion rates, average deal size, and sales cycle length can reveal trends and areas for improvement. 

Data-driven coaching allows for informed decision-making and targeted improvements.

7. Continuous Training

Sales training should be an ongoing process. Offering regular training sessions, workshops, and access to resources keeps the sales team updated on industry trends, product knowledge, and evolving sales techniques

Continuous learning ensures that reps remain competitive and adaptable in a dynamic marketplace.

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How Automated Coaching Boosted the Conversion Rate of a Healthtech Giant?

Automated coaching has emerged as a game-changer in the healthcare technology (Healthtech) industry, significantly boosting the conversion rate of an evolving Healthtech giant. 

Automated coaching helps train and upskill agents on scale and provides targeted coaching wherever necessary.

Here’s an interesting read about how a contact center gained 25% more leads by changing its sales strategy.

Now, let’s look at this example of how Convin helped one of its healthtech clients make a remarkable impact by increasing the conversion rate.

Sales management coaching report
Sales management coaching report

The graph above shows that the company could increase the conversion rate by 0.9% in one month only by following consistent coaching methods. 

Here are some major observations made by Convin:

  • Covering over 50% of the coaching process increased the chances of closing a deal per account. 
  • The conversion rate increased by 25.78% if the coaching process was followed consistently. 
  • Further breaking down the results, the overall sales for the healthtech company increased by 39.39%.
Get started on an improved sales coaching strategy.

Sales Coaching Plan Template

Sales coaching plan template
Sales coaching plan template

Kickstart Your Sales Coaching Journey

Staying ahead of the curve is imperative to relentless pursuit of success in the healthtech industry. Successful sales coaching is a beacon of hope, offering a transformative edge in this digital healthcare landscape.

Everyone can gain from effective coaching, from a sales representative and a sales manager to new hires, experienced agents, and beyond.

As healthtech sales leaders, you have the opportunity to kickstart your own sales coaching journey. Use these proven techniques, insights, and call center software to propel your organization to new heights of success, enhance team dynamics, and consistently achieve higher conversion rates in the ever-evolving digital healthcare landscape. 

Ready to take the first step? Book a demo for free.

Frequently Asked Questions

1. What is Sales Coaching?

Sales coaching is a process where experienced individuals or automated systems provide guidance, training, and feedback to sales teams to enhance their skills, boost performance, and achieve better results in selling products or services.

2. Is Sales Coaching Profitable?

Sales coaching can be highly profitable. When implemented effectively, it leads to increased sales, higher conversion rates, and improved customer satisfaction, ultimately driving revenue growth.

3. What are Some Sales Coaching Examples?

Examples of sales coaching programs include one-on-one coaching sessions, role-playing exercises, automated coaching platforms, feedback and analysis of sales interactions, and goal-setting to improve sales team performance.

4. What are some sales coaching tips? 

Some sales coaching tips for improved sales performance are:

  • Active listening in sales calls.
  • Role-playing.
  • Feedback and analysis.
  • Goal setting.
  • Objection handling.
  • Sales analytics.
  • Continuous training.

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