03 June 2015

How To Train New Hires Using Call Evaluation

You’ve finally found that coveted “right” employee. You’ve spent weeks—maybe even months—scouting and interviewing, and he or she has finally accepted the position. It seems like it’s taken a lot of work to get to this point, and they haven’t even started the job yet! So what can you do to make sure the time and money you’ve spent on the process—and the person—is a good investment?

Train your employees to give your organization the best chance of success.

As a leader in your organization, it’s your responsibility to make sure you’re giving your employees every chance for success by providing adequate training. With call recording and call evaluation, you can easily train, monitor, and assess your new hires and ensure they’re meeting job performance benchmarks. Here’s how you should train new employees.

1. Implement a mandatory, uniform training program.

If you don’t have a training program, establishing one will of course be your first step. The second step will be to make it a mandatory part of the onboarding process for all of your employees. Your frontline and sales employees will need to have a consistent, standard set of rules, responsibilities, and goals in order to be successful. You can find out how to implement these standards in our article, 5 Standards You Should Set With Sales Productivity Metrics.

2. Assess each employee’s strengths and weaknesses.

Your training program should include a look at individual areas of improvement for each employee. One simple way to figure out what those areas are is to use real recorded interactions between reps and customers through call recordings as training tools for your new employees. With call recording, you will have both good and bad examples to share with your employees. They can listen to and learn from older calls of actual conversations without the pressure of making a mistake with an actual caller. With the information, they can decide how they would respond.

3. Tailor each employee’s training to help them improve weak spots.

Supervise your employee’s training so you can see where they may need additional resources or teaching. For example, if employees are struggling coming up with appropriate responses for a recorded call example, make sure you provide feedback on their approaches. Tell them why their response was weak, what they can do to improve, and how they can practice. Make sure they have a chance to correct any issues during their training, and make sure you have a process that guarantees the new hires have met the minimum criteria for training “graduation.”

4. Consistently monitor job performance.

Once your new hires are ready to get to work, it’s very important to monitor their actual conversations with your prized customers. Call evaluation is the key to this process because it is an unbiased way for you to monitor—in real time—your success rate, and help you save sales that may have slipped through the cracks. Here’s how it works at Callcap (we call it Callsurance):

  • After your employee hangs up with a caller, the call’s recording is sent to our call analyst center.
  • An unbiased, trained team member listens to your call and takes detailed notes about the employee on the line, also noting what was discussed.
  • Based on your criteria, our team classifies the call as a positive (good outcome), neutral (discarded—either a telemarketer or wrong number), or negative (a sale wasn’t closed or a call ended without resolution).
  • Then, we alert you to your lost business opportunities (negatives). This information is important because it provides insight into two key elements: what went wrong and how to correct it.

Once you know these two pieces of information, we can help your business rescue that potentially lost sale from the hands of your competitors by calling the “negative” back and overcoming their objections before they have time to give their money to someone else. (This is easily managed through our companion product, Callsaver.) With call evaluation, you’ll get immediate alerts to the pulse of your business—you can take immediate action to save calls that will otherwise go to your competitors.

5. Offer ongoing training as needed.

Beyond saving calls, call evaluation provides statistics on the employees who handle your phone calls, to see who is consistently making sales and blowing them. Instead of just tracking how many calls come in from an advertising campaign, Callcap’s Callsurance call evaluation tracks the actual revenue brought in from them. With this data, you can see (and hear) not only who needs additional training or coaching, but what areas they are weak in. That way, you’re not wasting productivity time re-training employees in areas they already excel in.

Also, training shouldn’t just be for new hires. Revisiting basic principles as well as introducing new best practices to all of your reps is important. Don’t let the so-so status quo keep your employees from improving themselves and contributing more to your company.

6. Reward employees for a job well done.

Because call evaluation can alert you to the positives as well as the negatives, you can use it as a reinforcement tool for reps who meet and exceed their goals. Rewarding and motivating your phone representatives is essential to a healthy organization—you can find out just how to do that in our article, 5 Tips On How To Manage Sales People & Motivate Them To Excel.

You can protect your biggest investment—your investment in your employees—by training your newest employees. Easy-to-use call evaluation and call recording can mean the difference between a training program that is a real-life, helpful experience, and one that your employees won’t benefit from—and one that could cost your organization in the future.