Conversational intelligence involves converting conversations between customers and sales reps to actionable and meaningful insights for data-driven decision making.

Conversation intelligence will help in breaking down interactions between sales reps and prospects by drawing operational information to help improve the outcome and effectiveness of these conversations.

Conversation intelligence is critical especially for sales teams because while other metrics measure the revenue, it can be difficult to tell what goes into a call with a sales rep.

What messaging resonates? How to handle common objections? Which competitors come up? Yet, even the best performing organizations can’t afford to invest in each call to track and analyze every interaction. Hence, the need for conversation analytics.

Let’s explore some of the benefits of conversational intelligence for sales teams:

Improve win rates

Conversation intelligence makes it possible for sales teams to determine what works (and what doesn’t) and replicate best practices across their team. You can create a library of examples for the team to see and hear how to handle certain conversations and drive more revenue.

Expedited quality assurance

Monitoring calls between your sales teams and customers for quality is not a mean feat. In fact, for most businesses, this exercise is still manual hence requires a lot of investment and time. Moreover, these will not usually have formal coaches and in cases where they are, they are nearly overwhelmed by other overarching responsibilities.

Conversational analytics and AI expedites the process of quality assurance by bringing calls that matter to the attention of sales managers without having to spend hours listening to the conversations. Managers can only listen to those conversations that have been flagged because they have issues.

Hear your customers’ feedback

Reading through transcripts helps to understand some of the common questions buyers may be asking, the phrases they use when describing certain products, the value propositions they resonate best with, common objections and price sensitivity among others. You can use these insights from conversational intelligence to change your scripts and coach your agents.

Reduced risk and compliance issues.

Failing to disclose material information as stipulated by a regulatory agency is likely to attract penalties. The fines can be hefty when you depart from general guidelines to guidelines that govern specific industries like insurance, healthcare or banking among others. Thus, it is important to make sure all your sales agents are constantly providing the right information.

This way, you will be able to pick out instances where they are providing too much or too little information that could cost the company. Most importantly, you can address mistakes that could cost your business before they occur. Conversation analytics helps to single out compliance and regulatory issues as sales reps scripts are checked to ensure compliance.

Helps to recognize winning behaviours

Conversational intelligence is the key to unlocking behavioural patterns of your sales reps. That is, it makes it possible for you to distinguish between language patterns of top-performing reps from those who underperform.

This may be anything from conversation starters to how they pose questions among other things. When sales managers know winning behaviours, they can help team members to embrace the successful patterns resulting in a better outcome from the team.

Benchmarking agents

It is impossible to improve what you can’t measure. The ability to determine the performance of your sales reps and benchmarking it is critical to the success of your sales team. Gathering insight on important metrics like the average length of calls of the top and average performing reps could make a difference in your revenue.

Detect and rectify conversion challenges

Conversational intelligence helps you to detect issues that may be impacting your sales conversions negatively. It may be that most of the calls are ending up in voicemail, failure to stick by the script or inefficient rerouting.

When you’re able to receive email alerts for voicemail calls or quality leads that are not being converted to sales, you can follow through and recapture lost opportunities. Businesses need to be ready for the voice activated world we are heading into.

Access to accurate data is critical to optimizing sales. Conversational intelligence provides a solution by allowing sales managers to mine data from the customer’s voice.

This helps to predict customer behaviour and most important of all coach sales reps. The result is a better sales outlook for the entire sales team.