When you find yourself incredibly busy, and your to-do list is longer than your arm, it's hard to justify spending the time learning and implementing something new. But your phone leads are worthless if you can't convert them. So, if you find yourself too busy to analyze your calls to know how agents are doing and how leads are being handled, implementing an AI-powered tool to help you could be the answer.
Instead of taking up more of your time, using AI will give you time back to get caught up on other areas of the business. Not only can AI do what no human can do – analyze hoards of calls, transcripts, or marketing data and surface insights in mere minutes or seconds – it's your secret weapon because your call data is ripe with insights that can help you save time and give you a competitive edge.
Using AI will help you convert more calls to sales, feel confident you're optimizing your marketing campaigns and spend your marketing dollars on the best lead sources, quickly identify training opportunities that will turn your managers into superstar coaches, and gain confidence that every lead is well-handled without ever listening to a call or reading a call transcript. If all of those are things you want to accomplish but have been too busy to do, it might just be time to dip your toe into learning more about AI-powered Conversation Intelligence® (CI).
Here's a look at why trying AI during your busiest time is actually the best choice you can make.
1. Optimize conversions and campaigns by scoring leads
The best use of your time is answering calls from high-quality leads that are likely to convert to customers. With Conversation Intelligence, AI automatically gives each call a lead score and qualifies which calls are most likely to become customers. This helps you not only identify which campaigns drive calls, but which campaigns drive good-fit leads.
You can drill in even deeper with CallRail’s Premium Conversation Intelligence™, which provides call summaries of high-quality leads and also quickly identifies which keywords or terms appear most often in those calls. This helps you identify which promotional mentions, greetings, and sales pitches work best and which products or services are the most popular or easiest to sell. Then, you can use this knowledge to optimize your campaigns and ensure more of your calls are high-quality leads.
2. Ensure quality across every call
Getting leads to call is only the first step in a successful campaign. To convert those calls to customers, they need to have an exceptional experience on the phone.
With Premium CI's call summaries, keyword spotting, and automation rules, sales leaders and frontline managers can easily discover at scale without listening to every individual call how employees are doing and whether they need additional product or customer service training. It also helps them with training by:
- Identifying areas for call script and talk track improvement by knowing which calls are converting — and why.
- Improving and identifying areas for coaching by tagging a call as 'training opportunity' if certain words of a talk track aren't met.
- Identifying high-performing reps by filtering calls by agent and then viewing the frequency of specific key terms spoken. For example, if a rep is required to say "my pleasure" on every single call, you'll be able to visualize compliance based on the size of the cloud or the frequency relative to other keywords.
Finally, Premium CI call sentiment allows you to view both customer and staff sentiment in real-time or retrospect to improve team performance by better handling objections and providing superior, informed customer service. Call sentiments also make it significantly quicker and easier to identify frustrated callers and escalate those calls to managers.
3. Identify emerging trends and stay ahead of competitors
What is trending one day in your business may not be trending the next. This means you always have to be on the lookout for new trends. This is where AI-powered CI comes in once again. Thanks to CI’s powerful call highlights feature, you can program keywords you know you’re looking for, but even phrases you weren’t aware of will be flagged too.
For example, as the use of scooter rentals has exploded in many cities, so too have scooter accidents. While a law firm might not automatically be aware of this trend, CI keyword spotting can identify and flag that the firm is receiving multiple calls about scooter accidents. This allows the firm to take advantage of this trend and open a new line of business for litigating scooter accidents.
You can also utilize CI’s keyword spotting to further take advantage of these emerging trends by using them to inform your website’s SEO strategy, digital ads, direct mail campaigns, and more.
4. Save time by automating time-consuming tasks
Through the power of AI, CI provides transcriptions within minutes and with near human-level accuracy — something which would be time-consuming and expensive for you to do manually. Previously, to conduct that sort of research, you’d have to listen to a sample of your calls, maybe an hour’s worth, maybe 10 hours’ worth.
With standard CI, the job is a little easier, as you have transcriptions at your fingertips. But with Premium CI, the entire conversation is summarized and highlighted so you can take it all in within just a few seconds.
In addition, CI is able to look out for common words and phrases mentioned by your customers. It can then perform a number of time-saving actions on your behalf, including tagging inbound or outbound calls and sorting them into useful buckets.
For example, CI gives businesses, such as a plumbing business, the ability to assign calls to the appropriate sales reps based on profitable, high-intent phrases like “urgent,” “major leak,” and more.
Get ahead of the busy work with AI
The pace of business is only going to get faster, making it more crucial that the busier you are the more you embrace AI. By unlocking AI’s potential during your busiest hours, you can optimize your marketing campaigns, improve customer interactions, stay ahead of trends, and free up time for essential tasks.
Take advantage of time-saving AI now and create increased capacity for you and your team while being part of a group of early adopters with the opportunity to experience and influence the cutting-edge AI-powered capabilities CallRail is bringing to the market.
Sign up today for a 14-day free trial of CallRail’s Premium Conversation Intelligence. You’ll get first access to new features and the ability to test and weigh in on which capabilities are the most impactful and what would make them better.
