How Can Sales Managers Use Call Recording to Boost Team Performance?

Sales call recordings are a great tool for sales managers looking for ways to improve their team’s performance. They can leverage this data to make decisions and optimize internal sales processes. Let’s look at the different ways sales managers can use call recording tools.

Provide targeted feedback

Sales team managers used to listen to live calls to give agents feedback on their sales performance, which limited the number of calls they could review. Feedback was therefore provided based on one or two calls, or overall performance. 

Being able to access sales call recordings allows team managers to review a larger number of calls, giving them a better idea of the agent’s conversational and sales skills. With sales call recording, managers can provide more targeted feedback to each agent on their team. 

Train new sales agents

Along with a script, newly onboarded agents need guidance on the tone to be used with customers, on how to move prospects up the sales funnel, and so on. They need to be walked through different scenarios and the company’s sales processes. A cookie-cutter approach isn’t likely to work here. 

Listening to an experienced sales agent close a deal as part of the onboarding training can be very helpful. The recording of successful calls illustrates the company’s communication policies and sales strategy. 

In addition, listening to calls where deals have not gone through helps with sales coaching and also aids trainees learn from another agent’s mistakes. 

Resolve disputes

Any sales manager knows that tempers can flare during a sales call. A simple misunderstanding can snowball into a bigger problem and managers can get caught in the classic ‘he-said-she-said’ scenario. 

Leaving such situations unresolved could result in the loss of a customer. But call recording eliminates bias and provides sales managers with the evidence required to resolve any dispute in a timely manner.

Enhance the team’s sales approach strategy

When the revenue for sales calls isn’t as high as you’d like, it’s time to re-evaluate the team’s sales strategy. The script may need to be tweaked. Or, the team may be calling potential customers at the wrong time of the day. 

Replaying successful and not-so-successful phone calls helps managers identify hurdles affecting conversion rates. They can hone in on common customer questions and objections and use this data to address any issues. They can strategize new plans for their sales approach and raise the conversion rate.