Ryan Hoover
@rrhoover · Founder, Product Hunt
This is a fascinating concept. In college I worked in a call center doing customer support and outbound sales (yes, I was one of those annoying guys). Management tracked our sales, call times, etc. and occasionally listened in on the call to evaluate how well we were doing. We had feedback to improve but it was infrequent and often not very actionable.
VoiceOps is brilliant if it works. There's so much money and time being spent on (what you might perceive as old school) telemarketing and phone support. Improving peoples' performance by even 5% would have a major impact.
@dariaevdo: How do you evaluate what works and ensure you're providing the right feedback to salespeople? Seems like a hard challenge considering sales isn't about the words you say, but often how you say them.
Not a disclaimer: I know this sounds like I'm an investor but I have no stake in VoiceOps. I genuinely find it fascinating. 😊
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Daria
@dariaevdo · Cofounder & CEO at VoiceOps
@rrhoover Thanks Ryan! Our customers typically have short sales cycles, so the feedback loop for understanding how to properly adjust call behavior is pretty immediate. We're looking at a team's highest and lowest performers (and team averages) across a variety of core skills to understand what is most successful for that company.
If your highest performer is asking 7 probing questions on a call and focuses on describing benefits instead of features, that's helpful information that we can share with managers and other sales reps.
And you're right, sometimes it isn't about what you say, or even how, but when. We help show why the timing of a specific statement or question (like an upsell or close attempt) can change its effectiveness.
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Sebastián León
@sebfeed · Builder. Dreamer. CoFounder @ KaleKam 🌿📸
@rrhoover agreed, this is super interesting! Really hoping VoiceOps has a OkCupid style blog, I'd be curious to hear how high level features (i.e. Salesperson gender, accent, etc) affect sales in various industries🤓 (in addition to pitch-related insights)
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Daria
@dariaevdo · Cofounder & CEO at VoiceOps
@sebfeed @rrhoover we're actually working on that stay tuned 😁
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Sebastián León
@sebfeed · Builder. Dreamer. CoFounder @ KaleKam 🌿📸
@dariaevdo that's awesome, hmu when you have that 🙌🏽
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