More times than not, when asked about how a sales call went many salespeople respond with “it went great!” Conversation Intelligence is changing how these calls are recorded, listened to and how you can respond to them. It lets you be more precise about your coaching, and during our current working-from-home environment, it’s a powerful way to coach while we can’t be in the same spaces together.
In this episode, Gary Brashear, managing partner of the Olsen Group and Scott Olsen are joined by Jim Benton, CEO of Chorus, a Conversation Intelligence platform. Listen in as we discuss how Chorus and artificial Intelligence (AI) technology are helping capture conversations, make real connections, and allow sales leaders to train and coach like never before.
Key Highlights from the podcast episode.
Capture intelligent conversations
Part of the magic of capturing conversations is the ability to understand what happens in calls between your sales reps and customers. AI and Conversation Intelligence highlights key moments like pricing questions or a customer mentioning your competitor. It allows sales teams to hear key moments of a conversation so they can evaluate call quality.
Use the gathered information
Let’s say you use technology like AI and a platform like Chorus and you’ve captured a sales/customer conversation. Now what? For starters, sales leaders have access to these conversations and often don’t have time to listen to 30-minute calls. Conversation Intelligence provides small snippets of important information, lets sales leaders hear a lot of data quickly, drill down to the specifics, and then lets them coach on those small emotional pieces of information versus just an overview of how a call went. It goes beyond “hey, great call.” It lets you be more precise about the feedback and coaching you provide.
Coach from these ‘crucial’ conversations
By capturing conversations you can hear and analyze conversations between your salesperson and customer. Is it one way or a conversation with a connection? Platforms like Chorus allow you to go back and pinpoint areas with a timestamp and re-listen, then work with your salesperson on what they did or didn't ask. You can listen to the flow, and you can suggest positive changes. It’s not calling out a sales rep, it’s helping them improve. We’re even using these recordings in all interactions and meetings we are having at the Olsen Group.
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Scott Olsen and Gary Brashear shares highlights from each podcast episode designed to help sales leaders like you and your sales teams develop the skills, systems and culture that leads to sustained and significant results.