What Do I Sound Like On the Phone? Can Call Scoring Help?
4 min. read
For the past several weeks, I have been calling various trade associations to learn about their membership options/ demographics and opportunities to engage with their membership.
Our goal whenever we join a trade association is to provide valuable resources for their members. Useful items such as articles, White Papers, webinars, and more to give special product offering to their members–like a deeply discounted, or even free version of Convirza.
We believe these relationships can be very mutually beneficial when/if the association is willing to share useful content and programs with their membership.
Most of these interactions have been very, very positive.
Trade associations love us because we provide endless best practices content to their members and because we provide a service their members are desperate for.
But, I have been stunned over the past several days at how rude/irritated some trade association reps are when I ask them questions.
I ask them if they accept White Paper submissions, articles, or would consider a special Convirza account that is exclusive to their membership. And sometimes they are just rude. Now, I should point out that the vast majority of the people I have spoken with have been pleasant, engaging and informative. But there have also been those that haven’t been..at all.
Some of the people I’ve spoken with have been so rude, so dismissive and so obnoxious that I believe they–not their members–truly need Convirza and the call recording and call grading solution that it provides. I truly wish that the folks I spoke with could hear how they sound on the phone and see their call scores.
They would not be pleased. (And neither would their bosses).
Everyone needs to evaluate their ability to communicate properly in sales/customer service situations. The best way–and frankly the only effective way–is to actually record calls and score them. That’s it. There is nothing that can replace actually hearing the conversation.
I only wish that I had had the courage to tell one of the dismissive and rude people that talked to me, to buy Convirza and use call recording for themselves.
Call scoring is an exclusive feature of Convirza call tracking
And, it’s awesome.
When we say ‘call scoring’ what are we talking about?
Well, we’re talking about measuring specific elements of the customer interaction; in effect, what did your employee do well and what did they do poorly when communicating with the customer? These scored elements of a phone call could be related to customer service, sales skills, company procedure, company policy or marketing leads.
Call scoring gives you an easy, organized way to track the performance of your employees. You can score specific and precise elements of phone interactions. This will give you the data you need to train your employees more effectively, improve selling ability and customer service.
Again, it’s super-uber-hyper easy.
You can either use a pre-made default scorecard loaded into Convirza. For example, the AAA 5 Diamond scorecard for the hospitality industry, or the Tire Industry Association (TIA) best practices scorecard for tire retailers. You can load any default scorecard you want. Or, you can create one yourself.
The scorecards are ridiculously simple to create. I created one the other day to measure phone sales skills for a hotel. It took me 2 minutes.
The scorecards can be as detailed or as general as you wish. After all, you know what’s important in phone interactions. You know what’s vital to your employee success. And you know what’s vital for your business.
Measure whatever you want.
You can score anything you want. So you can know precisely the areas of customer and sales interactions where an employee is succeeding (or failing).
For example, on my phone sales skills scorecard, I created five criteria to score. These were:
1) Did the agent greet the customer with a cheerful tone of voice?
2) Did the agent ask for the customer’s name and use it at least two times during the call?
3) Did the agent ask open-ended questions to get to know the customer better?
4) Did the agent ask directly for the sale?
5) Did the agent maintain a positive attitude during the course of the call?
Convirza allows you to score these questions (or any other questions you customize and create) on a Pass/Fail, 0-3, 0-5 or 0-10 scale. Convirza will normalize and produce a score for the overall call.
Convirza can then produce reports that show you trends, patterns and scores for specific agents, departments and even locations. This data can be as focused or broad as you wish. For example, you could generate a report that compares two agents’ progress on question number 4 over the last two weeks. Or you could compare overall call scores for two locations.
These scores provide marketing style analytics for sales and customer service conversations. They will allow you to measure, analyze and tweak the customer interaction.
Analytics of this type have previously only been available to large call centers and gigantic corporations.
Call scoring will save you money, save your customers and lead to more sales. It will show you precisely where your employees need to improve.
Call scoring will fundamentally transform customer interactions at your business.
No longer do you have to guess why customers are upset or why certain agents aren’t selling or booking appointments. Instead, you can listen to the calls within Convirza and measure the performance within the calls itself.
You can know.
You can know why a sales agent is failing to sale.
You can know the areas needed for improvement.
You can know where to train your employees?
You can know these things and a host of others with Convirza call scoring.
Published on: Oct 2, 2015