In today's highly dynamic and competitive world, coaching is essential for maintaining the growth of performance in sales and customer success teams.
Things constantly change and teams need to be in a constant state of learning to keep up - new features are constantly being added, competitors emerge, technology trends redirect demand, and people come and go. The list goes on.
Conversation intelligence has paved the way for coaching by providing visibility and insights into customer interactions to enhance performance and results, it is only one piece of the puzzle.
We felt there was still something missing.
The problem with Sales and CS coaching today
Managers still have to spend hours listening to call after call, only to give delayed feedback manually to the team when they may not remember the details of the call. It’s just impossible to cover everything.
The reality is there is still a significant gap between perception and reality when it comes to call reviews and coaching. We have analyzed over 4.5 million meetings. And it turns out, less than 1% of calls are manually reviewed by managers.
In a recent RevVue Linkedin Poll, 75% of sales reps even admitted sales leaders do not listen to their recorded calls and coach them as much as they would like.
Source: RepVue Linkedin Poll
Measuring the effectiveness of personalized coaching and targeted training programs aimed at improving specific areas is very challenging.
But how many times do you repeat coaching the same mistakes? Do you know how often your team is hitting each key topic like discussing pain points or scheduling a follow-up meeting? Is their progress real or are you simply not noticing the same errors?
You may feel like you're sometimes crossing your fingers that your coaching has an impact on the team and playing the waiting game to see if they improve. You're not alone.
We thought, we can do better than that. So we did.
Introducing our AI Coaching Assistant, the first of its kind for sales and customer success teams.
How does Avoma's AI Coaching Assistant work?
With AI-assisted Coaching, managers can quickly and efficiently review a large number of customer-facing calls. Avoma’s AI auto scores every single customer-facing call to give managers 100% call coverage and real-time insights to create targeted and personalized coaching initiatives for their sales and customer success teams.
Managers will no longer need to spend significant time reviewing ad hoc calls, resulting in delayed and subjective feedback. AI-generated scores provide consistent and objective measurements of your team's progress.
Managers can then identify areas of improvement and coachable moments for their team in real-time based on the reality, not their own perception.
Auto Scoring
With this new feature, our AI takes the first pass to automatically analyze and score every customer conversation, based on predetermined criteria to identify any mistakes or important information that may have been left out. Managers can quickly filter and prioritize low scored calls that require attention, allowing them to address issues promptly and efficiently.
Avoma's AI will give more details for the reason behind the poor call performance. Did the sales rep talk about a budget or schedule the follow up meeting? Were the customer’s pain points addressed by the Customer Success Manager?
These answers and insights are critical in helping managers understand how to better train their reps on how best they should interact with prospects and customers, instead of generic coaching tactics.
The AI-generated scores ensure consistent and objective measurements of your team's progress, enabling personalized coaching and rapid feedback loops to enhance performance and drive higher sales.
AI Scorecards
Traditional coaching guided by manual scorecards could be flawed by subjective opinions based on which manager is reviewing the call. We wanted to take out the guesswork so you can have a full understanding of how your coaching is positively impacting your team and their progress.
One of the most significant benefits of AI Coaching Assistant is the ability to provide objective and consistent evaluations of team performance. With Avoma's AI-generated scoring, managers can be confident that all team members are being held to the same standard.
We have created three types of AI Scorecards that teams can use as predetermined criteria on what topics should be covered in different types of meetings for evaluating the performance of Account Executives, Customer Success Managers, and Sales Development Representatives.
Depending on the type of call and what is discussed, Avoma will assess how well team members are meeting the criteria for a successful meeting, and when critical tasks and topics were missed.
Performance Dashboards
We also created easy-to-use dashboards that utilize the above AI Coaching scoring data to provide leaders with a clear view of their team and individual performances. Managers can use these insights to analyze individual interactions, pinpoint the underlying causes of problems, and develop tailored coaching and training programs.
These dashboards enable managers to easily monitor team performance, track progress, recognize strengths, and identify areas that need improvement.
It can be difficult to track if your coaching efforts are paying off and if your team is actually following your advice. Our new Team Performance Dashboard gives you the visibility to track performance trends and find areas for improvement, so you can craft personalized coaching initiatives that work for your team at their own current level.
Generic coaching strategies don’t work. With our dashboard, you can easily keep tabs on how each team member is doing in their calls. Are they consistently nailing the follow-up meetings? Are they asking the right questions to uncover customer pain points?
Armed with these powerful AI performance insights, you can leave behind one-size-fits-all coaching and instead deliver tailored guidance to each individual on your team. That's how you drive revenue growth and wow your customers at the same time!
Generic coaching strategies don’t work. With our dashboard, you can easily keep tabs on how each team member is doing in their calls. Are they consistently nailing the follow-up meetings? Are they asking the right questions to uncover customer pain points?
Armed with these powerful AI performance insights, you can leave behind one-size-fits-all coaching and instead deliver tailored guidance to each individual on your team addressing the root causes of any performance issues. That's how you drive revenue growth and wow your customers at the same time!
The future of coaching is here
Our AI Coaching Assistant revolutionizes the way coaching is approached in sales and customer success teams.
By leveraging AI-powered auto scoring, AI Scorecards, and Performance Dashboards, managers can make informed decisions based on objective data, drive personalized coaching initiatives, and track progress effectively.
The gap between perception and reality in coaching is bridged, leading to improved team performance, enhanced revenue growth, and increased customer satisfaction. With this innovative solution, managers can confidently guide their teams towards success in today's dynamic business landscape.
