Along with Coaching, sales performance should be at the top of your list. They both go hand in hand. The better your coaching, the better your sales performance. The majority of QA specialists will only provide you with a “yes or no” answer to the question of if there was a sale on any specific call.
Call Criteria has developed our very own Sales Performance Dashboard to enable you with deeper insights into why you have not made the sale and therefore, what you can do about it in the next calls:
- Rebuttal Opportunities allow you to see how many attempts your agents made for rebuttal per call.
- DNC Violations give insight into which agents are following proper procedures.
- Unprofessional calls are very likely to lose sales.
- Individual agent rankings allow for rewards or coaching.
- Objection analysis shows you “why” the customer didn’t convert.