Almost every sales call and meeting incorporates a call recording bot these days. But how can you effectively utilize these recordings? Sharing calls with other teams provides invaluable insights from customers and prospects that might otherwise be lost.
Based on research from the 2023 State of Sales Productivity Report, the average conversation intelligence user shares 14 calls per month and leaves four comments on calls per month to transfer knowledge to teammates.
Understanding the “why” behind the customer’s decision is crucial. Did sellers fail to articulate the value of your solution? Did the messaging miss the mark? Was another vendor’s pricing more competitive? Did the seller lack the competitive intelligence to address the customer’s questions or objections adequately?
What are the Consequences of Client Misunderstanding?
Not comprehending the desires, needs, concerns, and expectations of buyers and lacking insight into the customer experience during sales calls can have severe consequences for your business, including:
- Losing deals to better-prepared competitors
- Frequently failing key business initiatives such as competitive and market strategies, sales methodologies, etc.
- Difficulty identifying, sharing, or replicating best practices
- Deal outcomes affected by outdated messaging
- Fewer reps meeting quota
- Increased churn
- Missing revenue targets for your company
To understand the importance of call recording for your business, you should understand exactly what data you can collect and how to do it. In short, phone recording for business helps to collect first-hand information – these are reviews that could otherwise be missed and not implemented. As for the implementation of the recording calls system, everything is ambiguous here.
You can use the iPhone call recorder app and save recordings to your smartphone’s memory. If you use the iPhone’s phone recording app, you will need to manually send recordings to cloud servers or commercial storage. As for the quality of such recordings, iCall has it at the level of a professional call recording system. This is a powerful call recorder with a free trial period. He even has an iPhone phone recorder. On the other hand, business tools have centralized data storage, but at the same time, they are limited only to business telephony and have a high cost.
What Data Makes Sense to Analyze?
To enable you to identify specific keywords in call recordings, you can provide a list of keywords to look out for. When any of these keywords are spoken by a participant during a call, they will be flagged so that reviewers can easily locate them in the recording. If you are focusing on service calls, you have the flexibility to customize the keywords based on the following factors:
- How to support agents describe your products
- The types of questions customers ask about your products
- Competitors mentioned during conversations and their frequency
- How agents discuss common customer issues
- Factors contributing to a successful support call
To set up your call insights, navigate to the General Settings page in Setup and click “Set Up.” Alternatively, you can enter “Call Insights” in the Quick Find box to access the relevant settings. Einstein Conversation Insights provides two default keyword categories: one for product mentions and another for competitor mentions. You can click on “Product Mentioned” to customize this category.
How Can Conversation Recording Analysis Improve Your Business?
Performance evaluation and coaching
Managers can evaluate sales representatives’ performance through sales call recordings. These recordings help identify areas for improvement, provide constructive feedback, and offer targeted coaching to enhance sales techniques and communication skills.
Training and development
Sales call recordings to serve as training valuable materials for new hires or existing team members. They support comprehensive training programs that equip sales representatives with the necessary skills and knowledge to excel.
Identification of sales opportunities
By analyzing call recordings, sales teams can identify missed sales opportunities or areas where additional products or services could be offered to customers. Understanding customer needs and pain points from these recordings enables sales representatives to deliver relevant and targeted sales pitches.
Quality assurance and compliance monitoring
Call recordings to ensure adherence to internal quality standards and regulatory requirements by sales representatives. Monitoring these recordings helps identify deviations from established protocols and implement corrective measures to maintain consistent service delivery.
Refinement of sales strategies
Leveraging insights from call recordings allows businesses to refine and optimize their sales strategies. Recognizing effective sales tactics and customer preferences helps companies adjust their strategies accordingly, leading to increased sales performance and revenue.
Conclusion
Knowledge drives business and there is no shortage of it today. But when it comes to knowledge specific to your business, it can’t be obtained from books. But you can collect feedback directly from your clients and find pain points, places where difficulties or shortcomings arise in your business. Recording conversations and their subsequent analysis is an endless source of specific information that helps build a data-driven company development strategy.