Did you know that 64% of companies deploy a call recording system to respond better to legal discovery requests and customer queries?
Whether your sales team works in B2C or B2B, it is extremely important to invest in your personnel. They are just as essential as for your day-to-day operations like marketers, support agents, and engineers- maybe even more.
Let us not forget the sales team plays the most important role in onboarding new clients. While training them may cost you time and energy upfront, it can pay large dividends in the form of a happier and more productive team.
If your sales team uses phones for inbound/outbound calls, one of the most effective training tools at your disposal is call recording. Not only will it help them identify key strengths, but it will also help them identify possible stumbling blocks.
Without any further ado, let us try and understand how call recording and call tracking can work wonders for your sales team.
1. Make Sure your Recordings Are Legal
Before you start, you need to be sure that you’re following your local and national laws around call recording. Most of the states have laws that require some form of explicit notification that the call is being recorded.
You must have heard this message every time you call into your ISP’s customer service line: “Your call may be recorded for quality assurance and training.”
Moreover, no matter which state your business operates in, it is considered a violation of the law to record a call in which you are not a primary participant.
In other cases, you need consent to record calls; else, you are not allowed to overhear calls during normal circumstances.
2. Say Yes To Active Listening
One of the most effective methods of using call recordings for training is a simple exercise- listening. As you review calls one-on-one with your representatives, you should carefully analyze the flow of the conversation.
Does it feel like they are just reading from a script? Are they successfully picking up verbal cues and responding appropriately?
You must ensure that your representatives are not providing rote responses and actively engaging in the conversation. Moreover, it would be best to instill the importance of active listening in your representatives when reviewing calls.
This will help them identify key opportunities to improve their conversation skills. As they gradually get trained to frame better responses, you will need to answer a few questions.
- Do your representatives take natural pauses and allow the callers to formulate their thoughts fully?
- Do they sound dismissive and are in a hurry to “close out” the conversation?
- Furthermore, can your representatives tweak their responses as per the caller’s tone of voice?
Making active listening a core value for your sales team will lead to a more enjoyable sales journey for callers and agents alike.
3. Identify Your Team’s Key Stumbling Blocks
Your team may encounter problems that consistently prevent them from making a conversation or bringing in a new lead. Maybe there is a specific part of your product’s feature set that has not been documented properly.
Thus, your team finds it difficult to convey value to your prospects. On the other hand, your callers might likely be asking a question that your representatives are not equipped to answer.
Without recording and reviewing your calls, it would be extremely difficult to handle such situations. This is one area where you need to spend your time and energy, reviewing a wide set of calls from all your representatives. The payoff- more leads, conversions, and more revenue.
4. Take Note of the Positives
While it is important to correct the mistakes made by team members and identify skill gaps, it is also necessary to appreciate their achievements.
Is one of your sales representatives closing deals while maintaining a superb customer satisfaction score? Or were you impressed by how one of your team members navigated a conversation with a prospect, even if it didn’t result in an on-the-spot conversion?
It would be best if you took the time to applaud your team so that they can benefit from the good examples. Praising your high achievers can also inspire some healthy competition among the whole sales team.
Another idea is to offer a biweekly or monthly prize for sales representatives who turn in excellent calls. Not only will your team be motivated to achieve more, but they will also be excited to come to the office.
5. Create Good Training Resources
Call recordings are a great instructional tool for onboarding new team members. Even the most established and accomplished representatives can still learn from their teammates’ example.
Now that you have spent plenty of time reviewing your reps’ calls and identifying the best, the next step is to gather them all in a centralized location. You can set up an internal wiki or knowledge base containing your top-tier call recordings. This will help your entire team use them as a resource.
Moreover, these collections can also be helpful when sales representatives face a question or issue they are unfamiliar with. You can also set up a kind of labeling or tagging system in your knowledge base, so your representatives can quickly find an instructive example that matches their needs.
Call recordings are a great tool for your call center, and using them aptly can help you better serve your customers.
Did we miss out on any key aspect? Let us know in the comments section below!