Sales Call Tracking and Call Analytics: Four Things to Consider 

With sales call tracking and call analytics continuing to improve, sale call tracking is becoming increasingly accurate and affordable. Further, real-time speech analytics automatically applies sales call analytics and sales tracking insights to every single sales call.

Effective Sales Call Tracking: Step 1 – Define Key Variables

There are hundreds of things you can track for in your sales calls analytics, so before you start tracking sales calls, it’s essential to define a hypothesis regarding the variables that drive outcomes. That way, you don’t get lost in endless data points with no simple way to analyze.

At Balto, we call this a Win-Rate Analysis. Balto automatically tracks every sales call and determines which variables are responsible for the outcomes of those calls. Balto’s call analytics and sales call tracking solution determines which variables to monitor by examining hundreds of variables across 100% of your calls. That way, Balto’s call analytics and sales call tracking monitors and enforces the essential variables when rolled out live for the first time.

Effective Sales Call Tracking: Step 2 – Manager Visibility

With variables defined, sales managers must be able to easily view how each sales rep is performing. Balto’s sales call tracking monitors sales calls and charts individual performance, all in real-time. That way, managers get clear visibility into their sales calls without having to sort through endless raw data.

Effective Sales Call Tracking: Step 3 – Live Call Guidance for Sales Calls

Sales call tracking isn’t helpful unless insights are put to use. Balto tracks sales calls and tells reps what to say, live on each call. That way, new insights are automatically enforced across entire sales teams.

Conversely, many sales call analytics and call tracking solutions provide only high-level insights for managers with no rep-facing solutions. It’s worth considering which call analytics and tracking application best fits your specific goals.

Effective Sales Call Tracking: Step 4 – Frequent Iteration

As Balto’s sales call tracking continues to track specific correlations, it automatically improves rep-facing suggestions. That way, reps naturally get better with time, even with limited sales training. Put simply, sales reps receive effective sales coaching while actively selling.

Separately, managers can make adjustments as additional information as appropriate, like if a new product feature is rolled out or a new competitor enters the market.

Effective Sales Call Tracking – Additional Features:

Here are some additional factors to consider when evaluating sales call tracking solutions:

  1. Do you want to track activity (ex: number of dials per day) or results (ex: number of meetings booked)? Different sales call tracking solutions focus on different metrics.
  2. Reps forget 55% of their coaching in one week. With this in mind, how will you make sure reps actually use the insights that sales call tracking software discovers? Balto’s in-call insights provide immediate reinforcement, which is scientifically validated as the single best way to form new habits.
  3. What portion of sales calls do you actually want to track? Some sales tracking solutions track 100% of calls, while others only track sales calls specifically designed by managers. The former is best for complete insight, while the latter is used if the managers only want to evaluate a particular type of sales call (for example, calls in which a caller complains).
  4. How much involvement do you want? Different sales call tracking solutions offer varying levels of flexibility surrounding customization and out-of-the-box offerings. For example, Balto offers a variety of out-of-the-box tracking solutions, while other solutions require full customization for each new customer.

Sales Call Tracking and Call Analytics are Changing  

Cold calling used to involve sale reps taking to the phones with a script to follow and little else in the way of support. But in the digital age, the world of sales has become a lot smarter. The roll of the call center has transformed and the results speak for themselves. 

New solutions can track the most effective sales strategies, then replicate them across the whole team. They can even give reps the exact words they need at the right moment to help close a sale or handle objections. They essentially help you do your job better. 

A combination of AI-powered sales call tracking, computer learning and analytics has revolutionized the industry, giving reps the tools they need to be at the top of their game every day. It is the equivalent of filling your team with your best sellers, the ones that are always on message and can instinctively react to each customer’s needs. 

Balto Software refers to it as “making humans more human”, putting everything a sales rep needs for success at their fingertips, helping them empathize and build a rapport to ensure great results.

The sales call tracking part of the offering can uncover how your best reps win their calls, replicating the same language and social cues across the team. Balto’s sales call tracking can also track consumer behavior and preferences, so you can adapt your responses accordingly.

Of course, analysis has always been a key part of strategizing within a sales team, normally by collecting information after a call. But never before have we had such detailed access to such a vast amount of data, and in real time. It means we can now arm our teams with all the information they need for success.

Balto can even link sales calls to the relevant marketing campaigns to analyze their success and ROI. The software can also monitor key words and referral sources to detect patterns and trends, as well as tracking the conversions themselves. This collated data is then used to provide valuable insights into the customer demographic, which can then be analyzed and used in training to help reps sell more effectively.

In turn, real-time speech analytics works as a support to the sale rep while they are on the call. By detecting the words and tone of the potential customer, the software can help guide the rep, providing answers in real-time so as not to lose sales opportunities as well as keeping the conversation on track.

You can even customize the call analytics and sales call tracking so that it has a live checklist of points to be covered in each call with language pointers so there is consistency across the board. With immediate feedback available after each call, good habits are reinforced and bad habits are prevented from developing.

Add in the post-call analytics options as well and you have a holistic solution that provides deep insights which can be used to help tailor training programs and strategize more effective sales campaigns.

Technology has taken away that game of chance that so often dominated phone sales. It means every sales rep is armed with all the data, information and prompts they could need to close more deals and become stronger members of the team. 

Yes, it can boost sales, but it can also ensure consistency across your brand, boost moral within call centers and streamline the entire sales process. Call analytics and sales tracking technology has taken us way beyond the cold call sales scripts of old.

Additional Applications by Call Industry:

Though sales teams often use call tracking technology, virtually all call industries use call analytics and call tracking technologies in some way. Here are a few additional examples:

Customer Service Call Industry – Make sure customer service agents have the right answers on every call.

Collections Call Industry – Make sure collectors use effective negotiation strategies while remaining compliant.

Support Call Industry – Make sure support agents have extensive product knowledge and solutions at their fingertips.

Medical Call Industry – Make sure calls remain complaint and uphold quality assurance standards.

    Originally published Mar 29, 2019 6:58 pm