Marketing and sales professionals know that satisfied customers mean success for the brand/company. It is therefore very important to know their needs and interests, as it will allow you to offer a better service and maximize results. In addition, Contact Centers are, or should be, extensions of the brands and, therefore, they must adjust to the communication methods established by the brands.
When we focus on sales verification processes, there are major inefficiencies when done manually and that is why, by bringing conversational intelligence into play, Contact Centers will be able to improve processes and recover sales that may be at risk of being lost.
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Sales verification processes
At present, sales verification is practically manual by means of eavesdropping, which only allows the verification of a very low percentage of calls. Therefore, manual sales verification is practically random and inefficient. In addition, this manual process causes the verifications to be delayed, occurring in a longer period than recommended and causing the sale to go cold and, with it, the chances of closing it satisfactorily.
The automation of sales verification is essential, among others, for 2 reasons:
- Reduction of verification times. Automation makes it possible to perform sales verification on 100% of calls on the same day the sale occurs, reducing verification times and recovery times for customers with failed sales.
- Compliance with the quality standards of the sales process. Automation ensures that the sales cycle (sales, analysis, and verification) is homogeneous throughout the organization, checking for malpractice, preventing fraud, and ensuring good practices and compliance with company standards.
Conversational intelligence helps sales verification
Given the inefficiencies that exist in current sales verification processes and the large volume of sales calls to be verified, it is considered essential to turn to conversational intelligence technologies that enable analysis and monitoring of 100% of calls and help improve telephone sales, automating, and verifying the entire process and reducing time and costs.
Benefits of using conversational intelligence for sales processes:
- Increase the quality of sales, discovering trends and best practices.
- Identify and recover calls to close additional sales.
- Verify that calls that result in sales are according to legal requirements.
Conversational intelligence solutions, such as Recordia, allow, in calls identified and categorized as sales, to analyze if the agents completely read the contracts and legal sales requirements.
Through Speech Analytics technologies, it is possible to detect, analyze and check the part of the conversation where the script of the legal/contractual texts of the telephone sale is read. In case of detection of failures, the sale will be automatically cataloged as “sale with failures”, alerting and facilitating the subsequent analysis by the Contact Center managers or by the sales managers of the companies that hire them.
This automatic legal compliance analysis through conversational intelligence helps contact centers and brands to reduce verification times and compliance with quality standards in the sales process, ensuring that there is no malpractice and avoiding fraud. The automatic categorization of sales with failures at the level of legal requirements will help to alert and verify this type of call in a faster way by the supervisor so that, in case of a callback, the problem can be solved in a more efficient way, reducing the possibility of losing the sale.
If you want to discover how Recordia helps you to verify sales through conversational intelligence, click here.