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Using Call Analysis to Improve Sales Closing Ratios

May 23, 2013 by Morgan Pulitzer

Call analysis is a key component to assessing your sales force and determining if they are following the best practices, or your sales department’s processes, when they are communicating with your customers.

Telephone sales are typically lost due to a myriad of reasons. Those reasons may include, but are not limited to the following:

  • Failure to overcome caller’s objections (i.e. price, product and time constraints)
  • Failure to speak clearly, use appropriate tone or proper verbiage for the situation
  • Failure to communicate a product or service’s benefits and features
  • Failure to prequalify the caller or obtain accurate information

Using a speech analytics solution, one that automatically records and searches call recordings for keywords and phrases, is smart business practice to closing the knowledge gaps that are inevitable when it comes to pinpointing exactly where sales calls are succeeding, and more importantly, where they are failing.

Speech analytics provides the dashboard or platform for you to create searches to measure specific sales representatives for training opportunities, track customer objections, monitor trends in the market, and will deliver those insights directly to the relevant people in the organization, like sales managers and directors, using daily scheduled reports.

Having this qualitative data, and analyzing for where breakdowns occur, will help you fine tune sales training programs, and get you on the path to cultivating a stellar sales team.

Want more information on how call analysis can improve your business’ sales conversion rates? Contact us  online or call 1-800-639-1700.