4 Calling Concepts Every Sales Manager Should Know
When working to build up the calling skills of your reps, robust, reliable feedback is vital.
Today’s tools allow you to offer that feedback more quickly than ever, by reviewing recordings and even dropping into ongoing calls as a silent observer. For your reps, the right technology makes it possible to pull up key data, at the right time, even in the midst of an important call.
Learn more about how to improve your team’s performance on the phone with our four calling concepts that every sales manager should know.
Streamline Your Tech with CTI and OpenCTI
Optimizing your tools to ensure that they work well together is one of the major challenges sales managers face when integrating new technology. Computer Technology Integration (CTI) is the key to unlocking the full potential of the tools you use to improve call performance. CTI tightly integrates your telephony with your rep’s computer to improve productivity, and ease collaboration.
One of the most popular benefits of CTI is the seamless way it screen pops contextual data during a call, so your reps have easy access to what they need. It also makes recording calls easy, and allows your team to dial leads directly from your CRM. Take it a step further by using OpenCTI to integrate your telephony with Salesforce, without the need for a CTI adapter.
Use Call Barging to Listen Live
Call barging is a simple, valuable feature that allows you to listen in on calls in real time, without interrupting your rep or the client. Call barging is an excellent coaching tool for sales managers because it allows you to offer timely, targeted feedback when your reps need it most.
Use call barging to guide your reps to closed deals, review call performance, and ensure that the quality of your team’s calls is consistently high. You’ll still want to review recordings, too, but call barging offers the advantage of immediate feedback in high-impact situations.
Use Call Disposition to Rate Performance
Call disposition is an effective, practical way to categorize and review call performance. The process is simple. After a call, your rep marks the call with a clear descriptor – successful, lost, or in need of followup, to name a few.
The simple act of marking calls will get your reps thinking more deeply about their performance, and the descriptors provide you with quick feedback as you review your team’s phone performance.
Remember the Privacy Laws in Your Area
Reviewing recordings and listening to calls live are both excellent tactics for growing your team’s phone skills, as long as you adhere to the privacy laws in your area. States with one-party consent require just one of the parties involved in a call to consent to recording, but some states require all parties to consent for a recording to be legal. Understand the privacy laws in your area to ensure that your recordings are legal, and that you aren’t invading the privacy of your clients.
The two best ways to improve call performance are increasing efficiency, and providing the right feedback at the right time. By using the tools above, you open up new ways to accomplish those key goals. It shouldn’t be hard to get your team to embrace these tools, either, because doing so will ultimately lead to more closed deals. It won’t take your reps long to realize the benefits that come with constant improvement in call performance.