In this Insight & Impact episode, we’re joined by our Business Intelligence and Speech Analyst, Jenn Gaskell, who tells us all about how to drive conversions with agent coaching. Every sales leader knows how important effective agent coaching is, but they’re often faced with the challenge of getting hold of the intel they need to identify specific training needs for their agents.
Ultimately, getting agent coaching right means your team will close more sales, hit targets faster, and give your top-line a massive boost. But, a lot of the time, there’s a big difference between what agents should be doing and what they actually do. That’s why it’s crucial to understand what happens on every call your agents make and take. Without that visibility, it’s practically impossible to know where agents need support to get them to perform at their best.
Selling isn’t an exact science, and different techniques will deliver different results. So, when you’re looking to drive more conversions with agent coaching, you need to be able to test and learn to see what works best. But if you rely on sampling, you won’t get the full picture of what is and isn’t working, which presents 2 key issues:
You won’t know where your agents are falling short or if they’re asking the questions they should be to get sales over the line.
You won’t be able to pick up on the language and phrases that are most likely to convert callers to customers.
Without these key pieces of information, it’ll be super tricky to know which changes you need to make to tailor your agents' coaching. That’s where Conversation Analytics comes into play, helping you gain total visibility over every call that comes in and goes out of your business. The result? You see which tactics work best, plug skills gaps, and create a team of superstars.