Conversation Analytics can track if phone agents asked a caller if they wanted to buy something. It can literally determine if the agent/salesperson asked for the business.
It uses speech recognition technology and thousands of algorithms that literally search the call for specific phrases that would indicate that the caller has been asked to buy something.
How the heck does it do that?
We wrote a blog earlier this week about how Conversation Analytics knows that someone asked for the business. It lists specific phrases that Conversation Analytics looks for as it tries to figure out if the agent did, in fact, ask for the business.
Again, it does this automatically using the phrases and words said on the call as clues.
Asking the caller directly for the business increases the likelihood that the caller will buy by 4.4 TIMES. Specifically asking for the caller for the business makes them substantially more likely to buy.
It is important. That’s one of the reasons we wanted Conversation Analtyics to track it.
Once you understand that Conversation Analytics can determine if an agent asked for the business, the next question is: why should I care? What can I do with the data?
This blog post describes 5 things to do with the data. There are many others, we just didn’t want to list them all.
– Analytics Dashboard: Webhooks can push data into a third-party dashboard like Ducksboard. This allows you to customize your dashboard to see the data you want to see. For example, you could see a report that shows you which agents are Asking for the Business and which aren’t. Or, see a report that clearly shows how many times each day/week/month that a caller was NOT asked for their business.
Conversation Analtyics allows you to consume the data about this all-important sales metric in any way you choose. It does this by setting thresholds for Conversation Analytics data and then triggering Webhooks to other platforms.
– LMS Assignment: When the threshold for the Ask for the Business indicator is below 60–meaning that Conversation Analytics is not confident that the sales person asked for the business–Conversation Analytics can shoot a Webhook to a learning management system (LMS). This Webhook could trigger that the sales rep be assigned a specific learning/training module to complete.
This literally allows Conversation Analtyics to automate your organization’s training processes.
– Manager Alert: You’re a manager at a call center. You want to know when someone doesn’t ask for the business on a call. You could set up a Webhook that would fire an email to you whenever the Ask for the Business indicator falls below 65 (or whatever). You get the email and can immediately call the caller back and ask them for their business.
Your revenue increases.
– CRM Notification: If Conversation Analytics hears that the agent did ask for the business (i.e. if the Ask for the Business indicator is above 80), a Webhook can fire into a CRM and make note that the prospect was specifically asked for their business. This will help future sales reps know how far down the funnel the lead is. You could even run CRM reports that show only people that were asked for their business.
– Mobile Retargeting: If Conversation Analytics determines that a caller WAS asked for the business but didn’t end up buying, it could send retargeting ads specifically to the caller encouraging them to purchase. These ads could be basic text messages, or even mobile display ads.
Yes, Webhooks allow marketers to literally retarget callers based on the words said on the call.