Call Center Rehab: A Seven-Step Program to Greater Profits with Reporting and Analytics

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Imagine a call system so sophisticated that it frees your time to concentrate on improving performance instead of spending hours manually collecting and gathering data to analyze; a system that lets you know what’s going on at each stage of the sales cycle to help increase close ratios.

Well, this can be a reality with our seven-step rehab program to reform your call center. Build a first-class inside sales team by optimizing your team’s analytics and reporting:

  1. Use a smart sales CRM software with the right features to streamline data
  2. Monitor leads and record calls for quality assurance
  3. Run reports to identify and understand daily team operations and interactions
  4. Analyze the metric data to determine successful sales trends and ineffective practices
  5. Create a strategy and plan for your sales team
  6. Train your sales staff on the new changes discovered
  7. Monitor teams to ensure that your best practices are being carried out in daily operations

Step 1: Implement a Smart Sales CRM Software

One of the secrets to optimizing your sales team’s performance is to implement a smart sales CRM software that enables you to access an infinite stream of data about leads and performance. A sophisticated sales CRM software is highly effective in collecting and reporting on data for lead management analytics, reporting, and quality assurance, giving managers a new level of insight about day-to-day activities to transform operations and increase closing ratios. VanillaSoft offers state-of-the-art technology to record, monitor and track on the status of every lead. Each time a sales rep makes a call, VanillaSoft creates a record for later review.

Step 2: Monitor Calls in Real-Time and Review Recordings for Quality Assurance

To ensure that salespeople remain true to the key messages in your base script and your company’s value proposition, managers need to record, track and monitor calls. This provides them with crucial data needed to evaluate what’s working well and what’s an epic fail. It could be the sales rep’s performance, script, lead source, call queue, etc. Monitoring and recording calls is a fantastic opportunity to get a more realistic view of the way a lead behaves throughout its lifecycle, interactions during the sales call, and customer responses. Instead of guessing what’s going on, you can hear it for yourself.

You can easily monitor calls in real time with a comprehensive call-activity dashboard. Your sales CRM software should enable you to see real-time calling statistics for each campaign and user, broken down by lead source, result group, or call result. VanillaSoft’s intelligent call-recording feature enables managers to eavesdrop on live calls as well as access and listen to existing recordings from any computer or mobile device with Internet access. It connects each recording with the contact record. In addition, you can look up recordings by contact name, date, salesperson, or call result. By monitoring what callers say during interactions, managers can easily identify problems within their teams, maintain quality standards and compliance, improve the customer experience, and increase overall call-center performance.

Step 3: Run Reports to Get Insight into Your Sales Pipeline

Since it is usually not possible for managers to listen to and evaluate every sales call, especially for larger inside sales teams, running a report is the best option to get insight into what’s going on overall. While call monitoring and recording lets you know what’s going on with some sales reps, running a report identifies team trends and lets you investigate what you’ve discovered in more detail. So after recording and monitoring enough calls to see a pattern, you can run a report to determine whether it is reflective throughout your team. VanillaSoft lets you can run a variety of reports in seconds:

  • A breakdown of sales results by lead source, salesperson, campaign, or team
  • Pipeline report to know where leads currently are in the process
  • Any leads past due in the system
  • And more!

Steps 4 and 5: Analyze Patterns and Create a Strategy for Improvement

After you run reports, track and analyze which patterns in your inside sales team need improvement and which successful ones should be implemented throughout the team. You can generate reports on everything from which time of day is optimal for closing deals to what’s the weekly close rate for a campaign or team. Take these insights and create a strategy to increase sales. Develop a relevant, actionable plan to help your team sell more. You may need to change call times, modify your sales pitch, or focus on getting more qualified leads. For example, maybe sales reps who use one part of your script more often than others have a higher close ratio. In this case, you will want to ensure that all sales reps use that part of the script on relevant sales calls moving forward. This multiplies successful performance that once was only practiced by a few, to every sales rep on your team. Changes like these empower your inside sales team to maximize sales.

Steps 6 and 7: Train and Monitor to Create a First-Class Sales Team

In general, it is harder for sales reps to change old sales habits to new ones than to learn new sales techniques from the start. In other words, it’s harder to teach an “old dog” new tricks, so to speak. When you establish your new sales procedures, train sales reps on them to connect your sales training to the needs and priorities you’ve discovered when developing your strategy. Create learning principles and takeaways that are highly relevant to the obstacles faced when dealing with different leads on day-to-day calls.

To ensure that all sales reps are comfortable with the new procedures, explain how the procedures will improve performance and increase sales. Give details about the changes. For example, instead mentioning that you want more quality interactions, define what constitutes “quality,” and the subcategories that are being scored. Monitor call activity on a regular basis and have sales reps practice them in mock call training sessions. Next, review call activity and recordings to determine whether the new procedures are being followed, and if necessary, set up review sessions to ensure compliance. The key to reforming with call center rehab is to examine the metrics of your inside sales team, develop a strategy, and then make sure that everyone, from manager to sales reps are focused on implementing your plan to build a first-class sales team to increase your close ratio.

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