Conversation intelligence refers to a person’s aptitude to assess the direction and outcome of a given conversation. In business, this translates to the ability to assess a conversation’s direction and understand the positive and negative factors that influence its outcome relative to desired results. In a sales organization, sales agents have a crucial role in being the direct representative of the company to the potential customer. They must be able to “read” the situation by understanding the prospective customer’s pain points, answering questions related to the product, handling objections and challenges, and more. Sales agents can improve their conversation intelligence if they have access to call recordings, call transcriptions, and call scoring.
Why should businesses use CI platforms?
The role of the conversation intelligence tool is more potency in business call processes. Conversational Intelligence helps to capture and analyze sales reps’ communication with prospects and customers. With CI, there is no need for call notes, you can skip to an exact moment of a call and listen to what was said, how it was said, and what would have been the best response or line of action. The conversational intelligence software then uses algorithms to automatically make sense of what’s happening. CI platform will provide an answer to questions like:
- Are they engaging the prospects and the people in the meeting?
- Which key parts of the sales cycle were discussed during their meeting?
It will provide sales teams with insights on what’s working and what’s not. The platforms analyze all data points in order to unearth valuable conversation insights, such as the optimal call length for successful outcomes, or new objections that arise with changes in the market.