Today, customer fatigue and oversaturation when receiving calls to sell them products and services are on the rise, which is why companies are becoming more and more demanding when it comes to assessing which sales strategies work. The search for process optimization to increase sales has become a priority in the Contact Center.
In short, sales professionals and contact center managers need to somehow turn all these conversations into actionable data that they can use to drive business results, increase sales, reduce churn and detect fraud, among other things.
In the sales contact center industry, agile and effective sales verification and analysis, as well as quality management, are factors that enable agents to sell more and better.
This is why, in order to achieve more sales and higher quality, it is essential to optimize these processes, and this is where Speech Analytics solutions come into play to make the task easier.
Download Now: Sales Analysis and Verification in Contact Centers
But to know how to optimize the sales process, we must first understand the inefficiencies that exist in them.
Inefficiencies of sales processes
Traditional sales processes are basically manual, monitoring a very small sample of call listeners, which causes inefficiencies as they are costly, slow, and subjective.
It is therefore impossible that sales process supervisors are unable to analyze, audit, and monitor 100% of them manually. In fact, only 1% to 3% of calls are analyzed, which means that the sample is far from representative.
On the other hand, when we focus on the quality part, the manual audit is totally subjective despite following parameterized scripts, as there are other parameters such as sympathy that are highly emotional and subjective.
Having a large volume of calls to monitor, analyze and audit means in turn that the time spent on these tasks is much greater than on agent feedback, which means large gaps in training and agent performance tracking.
How do Speech Analytics solutions help optimize the entire sales process?
Conversational Intelligence and analytics solutions allow to analyze, monitor and audit 100% of interactions and help to optimize sales processes completely, automating the analysis and monitoring of these and achieving, among others, the following benefits for Contact Centers:
- Reduce time-consuming processes.
- Identify and recover calls to close additional sales.
- Monitor sales promotions to understand their performance.
- Guarantee script adherence and ensure that the brand’s tactical offer is followed.
- Evaluate and quantify agent performance.
- Detect and prioritize agents in need of training.
- Improve agents’ sales pitch by optimizing it.
- Increase sales quality by uncovering trends and best practices.
2 Ways to optimize sales processes through automation with Speech Analytics
Improve agent training and productivity for higher quality.
Knowing which sales calls are successful and automatically discovering the behavior of agents that will generate more sales helps to build a more effective and flexible sales script. It also provides greater insight into the training of agents where they perform worst.
Automatic sales verification
Automatic verification of telephone sales is vital to ensure that quality standards are met, reviewing the legal and contractual conditions of the products or services sold. Conversational AI prevents this process from being done manually and 100% of all calls that are identified and categorized as sales are verified. This automatic verification makes it possible to analyze whether the agents read the contracts and legal sales requirements completely, thus reducing time and resources while carrying out recovery actions for failed sales.
Optimizing sales processes is not an easy task, but conversational intelligence solutions such as Recordia, help to optimize processes, achieving a better quality and customer experience.
Learn how Recordia helps to optimize sales processes thanks to its conversational intelligence by downloading our use cases about Quality Management, and Telephone Sales Analysis and Verification in the Contact Center.