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Integrate AI-powered conversation intelligence to coach your sales reps, onboard new hires, track sales activities, and align your sales and marketing.Automate call quality monitoring
In most organizations, the sales team is divided into mainly two groups: field sales and inside sales. The inside sales team is responsible for handling the inbound and cold reach-outs, and the field sales team is responsible for closing the deal, either by visiting the client or over a call. But with the pandemic, field sales team operation has also become remote.
On average, your inbound team takes up more than 50 calls a day. The experience your customers get in these calls is critical for the buying journey.
And even their soft skills. That is why all organizations have some sort of monitoring system for reviewing the calls for quality.
With automated quality management systems, you can automate the whole process of review and feedback of your sales reps while uncovering actionable calls and business insights.
Are you wondering how?
Before we tell you how to, let’s first tell you about what is an automated quality monitoring system?
Right now in most companies, sales leaders and managers, on average, can listen to only 1-2% of calls manually, and even then, most of the crucial business data of the conversations get missed out. But first, finding the right call to listen to itself is really difficult. It takes a lot of time of searching and manual effort from the manager’s front, which should rather be used for more productive work like prospecting, figuring out the best revenue-generating sales strategy, and exploring new market opportunities.
And apart from this, maintaining these call recordings in itself is a task. Managers spend a lot of crucial time just going through the plethora of recordings to find the call they want to review or sending the recordings to the new hires for training, which can be automated again.
Automated quality management system records and scores the sales and support calls on the basis of custom parameters and soft skills. It also helps prioritize the calls for manual review to maximize and fast track the review process and feedback for sales reps.
Automated quality management is really essential in sales and support profiles, but why? Let’s see.
Automated quality management is not essential for daily call tracking or the review and feedback process. But it plays a crucial role in understanding customers’ needs, pain-points and revamping business processes that better cater to market demands and help increase the business’s revenue. Let’s have a look:
This is the first step of sales enablement. Planning and designing the end-to-end sales enablement strategy. And for a successful sales enablement strategy communication and feedback between the teams is of utmost importance. For sales enablement to be a continuous process, a feedback loop between sales operations, product development, and marketing is required. Sales pass insights from leads, prospects, and customers to the product and marketing team. In turn, marketing and product teams, in collaboration create assets that would help the sales team achieve their goal and drive revenue for the company.
When your sales and support team know that their daily calls are being recorded and analyzed automatically and through it, their performance is reviewed, they become aware of their responses, call etiquettes, and try to provide the best experience to their customers in all calls.
Apart from this, your customer support team and sales team can view their call performance score right after the call and the errors that they are making and use it to improve their performance in the next call rather than waiting for weeks for feedback or just relying on subjective/biased feedbacks.
One of the major challenges in maintaining and reviewing a large sales and support team is tracking everyone’s individual performance. Listening to their one or two calls neither reveals the whole picture nor helps you or your reps pinpoint the issues.
To tackle this automated quality management system analyzes all calls and scores them based on custom parameters and after that start tracking the rep’s progress per call. Convin’s automated quality management system uncovers for you:
You can’t really expect your sales reps to attain their quota only with a single month - long feedback cycle. Every call is important and so is their feedback, and Convin does that for you automatically.
After the deal has left the table, figuring out what went wrong with the call is no use. We are not saying it is not at all helpful, but isn’t it better to tackle any deal crisis when the deal is still on the table?
Automated quality management software easily tracks the progress of all deals and helps you pinpoint any deal crisis in the early stages itself, so you can help your sales team tackle the issue strategically and ensure the closing of the deal.
One of the major issues in the manual review of calls is that we end up missing out on crucial revenue data, but with automated quality management software, you won’t miss any crucial information.
Automated quality management software post-recording and transcribing the call, analyze it for crucial customer insights like:
The above data you can use to create stellar sales strategies and sales scripts that actually relate and speak to your customers.
How do you know what behavior and attributes contribute to closing deals?
How can you know what your top performer is doing differently in the calls that are helping him/her win more deals than his/her colleagues?
How is the top performer handling sales objections?
Automated quality management solutions help you uncover answers to all these questions so that you can apply these attributes to your sales pitch and strategy and close all winnable deals.
Convin analyzes all calls completely; that is, with Convin, you can analyze 100% of calls automatically on the basis of custom parameters set by you. And it even provides team and rep level call performance insights like;
Apart from this, Convin even highlights the calls that need manual review prioritizing to maximize the ROI, thus making the auditing & feedback management 5X faster.
So, what does it mean for your sales and support team?
With a shorter feedback cycle, your sales and support team can improve their performance call per call rather than a month on month, which improves their performance and morale.
And better morale ensures their retention and reduces the churn rate, and consequently reduces the operation and training cost of hiring new agents.
Convin’s automated quality management solution is easy to deploy and easier to use.
Step 1: Integrate
Convin easily integrates with your calendar, dialer, cloud telephony system, video conferencing platform, along with Slack and CRM. Using the calendar meeting link, Convin automatically joins the meeting for recording it.
Step 2: Record.
Then it starts eavesdropping on your conversations and even records them - how shameless?
Step 3: Transcribe
After recording the call, Convin transcribes the entire conversation - that means no more note-taking.
Step 4: Analyze
Convin analyzes on the basis of custom parameters and then highlights for you the call insights like; topics discussed, queries, feedback, call performance score, soft skills, actionable items, etc.
Step 5: Share
Remember integration with your Slack. and CRM?
Convin readily shares the insights directly to mail, Slack and logs the data in the CRM.
We at Convin understand how important customer and call data security is; that is why we ensure your data is completely secure and safe with our in-house transcription and NLP engine. We ensure for call data security:
Convin, as of now, supports English, Hindi, and Hinglish. And it takes less than a week to get us onboarded, so don’t wait, ask for a demo now!
Identify winning trends, eliminate deal’s bottlenecks, and pinpoint sales reps’ challenges and help them close all winnable deals.Automate call quality monitoring