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Boost Your Sales Performance with AI-Powered Call Monitoring

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Pam Georgiana

Does your team listen back to recordings of sales and customer service calls to identify opportunities for improvement? If so, you’ve already taken the first step to call monitoring. There are a plethora of benefits of call monitoring to your sales, from quality control to coaching. (More on this later.) However, the unfortunate reality is that manually monitoring calls is extremely time-consuming. That’s where call monitoring software can help. 

In this blog, you’ll learn more about what call monitoring is, benefits of call monitoring software, and how AI can help.

Let’s dive in.

What is Call Monitoring?

Call monitoring is the process of listening to phone conversations between a representative of your company and a prospect or customer. Call monitoring can be done live, with a manager listening in on a call as it happens, or it can be done after the fact, with recorded calls being reviewed and evaluated. 

Wondering why you should consider call monitoring? Because it provides both transparency into your team’s performance and improvement opportunities, in addition to delivering deeper intelligence about your prospects and customers.

The trouble is, manually conducting call monitoring is incredibly inefficient and time-consuming. After all, call monitoring requires recording the call or taking detailed notes during it, creating a short summary of the phone call’s contents and tone, manually flagging statements that may raise concern or indicate a potential opportunity, and the list goes on. We’ll talk more about how Call Monitoring software addresses that challenge a little later.

Who is responsible for Call Monitoring?

Typically, though not always, call monitoring is led by sales or service managers. Their priority is usually to evaluate the quality of customer interactions, identify coaching opportunities, and ensure that reps are complying with company policies and regulations. 

What are the benefits of Call Monitoring?

Call monitoring should provide valuable feedback and insights for reps and managers, helping them identify areas where they can improve and providing a way to track performance metrics. 

Here are four more specific benefits of call monitoring:

1.  Elevate Your Customer and Prospect Experience

One of the primary benefits of call monitoring software is that it helps reps provide a better experience for prospects and customers. 

That said, every call monitoring software has a different way of doing that. For example, Calldrip’s AI call monitoring software includes features like real-time alerts when certain keywords are used, and automatically generated sentiment analysis. This unlocks deeper customer intelligence and prospect insights by revealing details on every call. Plus, we help you identify at-risk customers with built-in keyword spotting with real-time alerts, so you can take proactive steps to retain them, at the perfect moment.

With this insight, managers can do things like identify common customer concerns and coach their representatives on how to manage them. It also allows managers to identify representatives who are doing a particularly strong or poor job in these conversations, and provide the appropriate support so that all team members can thrive.

2.  Enhance Your Team’s Efficiency

Call monitoring software replaces a lot of manual inefficiency. Rather than manually taking notes about each call, entering them into your CRM, tagging keywords, and writing summaries, your call monitoring software does it for you. 

As we mentioned, our call monitoring software is powered by AI. That means that we’re able to automatically record, transcribe, summarize, scan, tag, and analyze every conversation, without a member of your team needing to do anything.

3.  Improve Sales Performance

We’d be remiss if we didn’t mention one of the key benefits of call monitoring: improving sales performance. 

Call monitoring software typically makes it easier for managers to review the calls and provide coaching about sales opportunities. In addition, many call monitoring tools also enable teams to track key performance metrics, like number of calls and outcomes.

With this qualitative and quantitative insight, your sales team will be empowered to identify what’s working, and what could be improved.

Our AI call monitoring software takes it a step further. Our tool provides real-time notifications about areas of concern and opportunities, so your team is able to respond proactively.

4.  Quality Checks & Compliance Reviews

Call monitoring is also beneficial because it enables management to monitor the quality and content of the conversations and interactions with customers and prospects. This can be useful for:

  • Ensuring brand messaging is consistent across channels and lifecycle stages.
  • Confirming the accuracy of communication about product and/or service offerings. 
  • Identifying parts of the sales conversation in which a specific representative is performing well (or underperforming).
  • Evaluating the overall quality of the communication with customers in both high- and low-pressure situations.
  • Ensuring compliance with company policies and legal regulations, as applicable.

What is call monitoring software?

Call monitoring software is a technology that allows managers to listen in on phone conversations between sales representatives and their customers. 

Most call monitoring software solutions include features that make it easier to record and transcribe the conversations, flag specific keywords, and evaluate the quality of the call in one way or another.

This technology has been around for years, but recent developments in AI have transformed call monitoring software. More on that next.

How has AI improved call monitoring software?

In a nutshell, AI has unlocked dramatic efficiencies in call monitoring software. Today’s AI-powered call monitoring software, like Calldrip’s Monitor, are more powerful and effective than ever before.

Our AI-powered call monitoring software includes:

  • Call Summaries: Our software automatically creates a concise, accurate summary of every conversation.
  • Real-Time Alerts: You’ll receive real-time notifications of concerns that need immediate attention, based on keywords.
  • Call Transcriptions: With natural language processing, every call is automatically transcribed. Then, AI can inspect the conversation for actionable insights.
  • Call Recordings: Calls are recorded and added to your Calldrip database, automatically. 
  • Sentiment Analysis: AI evaluates every conversation to gauge the attitude and emotion of all parties in the call.
  • Keyword Spotting: Customizable, automatic tagging helps to easily identify and escalate conversations.

Ready to learn more about implementing call monitoring to improve your sales performance? Book a demo of Monitor today!

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