Convin’s voice recording software records and analyzes 100% of business calls and even prioritizes those sales calls that need special attention for manual audit.
Every business ends up logging hundreds and hundreds of calls in a day, and even with a call auditing system, the load at most times becomes difficult to handle.
That is why only 1-2 calls per rep are audited per week. But do you know if this method is efficient?
With an AI-powered voice recording and analytics system, you can record, save, analyze and uncover unlimited customer insights, deal insights, people intelligence, and track reps' call performance. You understand your customer’s intent and use this data to stream conversations with voice analytics software.
If you just rely on reading through old call notes and transcripts, you will lose understanding of why your customers are not responding well to your calls or how they are feeling towards your call script, product, and offerings.
Voice analytics software analyses the tone of the conversation and, in every customer’s response, informs the reps and highlights it in the call report. This data is not just crucial for the sales team but also for the marketing team. For a marketer, customer intent data is crucial to create engaging, resonating content and events to capture customers in the Tofu and Bofu stages.
The reason to use voice call recording and analytics solutions are infinite, but before telling you about them. Let us understand the voice call recording solution in depth.
A voice recording and analytics software enable VoIP and IP protocols for recording the calls and then analyzes the call topics, tone, sentiment, queries, and other actionable items and records them lead tracking software of the organization.
It even transcribes the call so that your team can focus on catering to customers’ queries and requests, while Convin’s voice recording and analytics solution transcribe the meeting notes for you. But more on Convin’s abilities a little later, let us tell you why your organization needs a voice recording solution.
Every organization has to stay in beat with the latest trends and tools to be able to compete in the market. Otherwise, even if you don't, your competitors are leveraging the solution to uncover customers’ intent and changing buying behavior for integrating the data in their customer engagement strategy.
Apart from this, here are some other reasons or use cases for you to consider for opting for a voice recording and analytics software:
Every organization in the market to succeed has to be secure, flexible, and compliant with regulations such as MiFID II, PCI-DSS, and others, which has led to the growing demand for solutions that can record the conversation following the compliance laws of different countries.
Convin’s Voice recording and recording software goes one step further and not just records but also transcribes and analyses the conversation. And after that, Convin logs the insights in the CRM along with that it even sends updates to the team.
Artificial intelligence is integrated with every part of our life to make it better, so why not leverage AI for analyzing conversation. Manually listening and noting down call insights of an hour-long call or auditing an hour-long call can take a long time.
AI fastens the process and utilizes its speech to text feature for transcribing the call, so it can analyze the call for topics discussed, queries, actionable items, descriptive words, sales reps performance, and a lot more(for sentiment analysis) while it analyses the call tone for intent and sentiments, interruptions, pronunciation and other soft skills.
Historically speaking, call auditing teams or call quality assessment teams can take up to 2-3 random calls per agent every month, which does not give the complete picture of the rep’s performance. The QA team, apart from assessing the quality of calls, the QA team does not analyze the call for business intelligence, which leads to the loss of crucial sales and customer data.
With voice recording and analytics software, your QA team can review 100% of the calls in less than a quarter of the time. Convin’s voice recording and analytics software even prioritize the calls that need special attention for manual auditing.
Supervisor escalations, compliance violations, customer satisfaction, and average handle time (AHT)-- track complete agent’s KPI by tracking the calls and their performance metrics of the call.
Convin’s voice recording and analytics software analyze the agent’s call performance based on their responses, soft skills, topics discussed, and other custom parameters. And based on that score, every call. You can add the KPIs in place of the custom parameters and see how your reps are performing.
Listening to hour-long calls can be very tiresome. Because of this reason, leaders and managers end up only listening to only one call a month of their agents, and even with audited reports from the QA team, they don’t really get the complete picture.
But with faster and 100% voice recording and analytics, you can track provide feedback in near real-time– that is when the deal is still on the table.
With voice recording and analytics software, you can uncover the challenges your sales reps face in their calls, like the crunch of sales content, objections, or any other skill deficiencies. And use this data to provide personalized training for improving their performance and helping them become top performers.
With sentiment and intent analysis; you can look at the factor driving positive custom experience and even uncover factors that drive negative customer experience and, in turn, use this data to reduce the customer churn rate.
Now that you know why your organization needs voice recording and analytics software, let us look deeper at Convin.
Convin’s voice recording and analytics software integrate seamlessly with your existing call and lead tracking stack for recording all calls through VoIP. And post that, it analyses the call for quality, agents' performance, crucial business intelligence and then reports them to the managers.
It even provides feedback right after the call to the agents regarding their performance so that they don’t have to wait weeks to review their call performance and improve their performance call on call.
Convin even prioritizes those calls that need special attention for manual auditing so that your call auditing team could choose the right call for auditing and provide feedback and extract crucial business intelligence.
Convin even detects the call tone and descriptive words to understand the customer’s sentiments, so in turn, you can use this data to stream the conversation for winning the deal.
With Convin, you can even create custom call libraries and share them with new hires to fast track the process of onboarding and ramping up.
Don’t believe us?
Convin’s voice recording and anlytics solution is easy to deploy and easier to use.
Step 1: Integrate
Convin easily integrates with your dialer, cloud telephony system, video conferencing platform, along with Slack and CRM.
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: Analyse
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.
And highlights the calls that need manual auditing.
Step 5: Share
Remember integration with your Slack. and CRM?
Covin 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!
Convin automatically analyzes 100% calls uncovers rep’s performance, deal’s bottlenecks, and pinpoint reps’ challenges
Convin is an AI-backed contact center software that uses conversation intelligence to record, transcribe, and analyze customer conversations.
