Call Intelligence uses CallSteps, a set of universal transactional markers, to quantify the appearance, order, frequency of interactive elements in transactional structures.
Transactions must have structure to succeed. Without effective structure, interactions fall apart, or fall short of their potential. Interactions, like a well written play, can be organized into parts and chapters, leading from prolog to epilog.
Successful agents lead callers through interactions. They use transactional structure to establish clear direction, momentum, and coherence.
We organize calls into three parts or Phases:
Trajectory
Solve/Sell
Summarize
CallSteps are the finer structures of each Phase.
We use CallSteps to measure how Structures/Behaviors effect outcomes. We correlate CallSteps with many key performance indicators. CallSteps also help to measure process adherence and help track effectiveness of remedial training and co aching sessions.
Transactional Styles
In analyzing tens of thousands of sales interactions, we found that there were four major transactional styles in sales transactions. The difference in styles have profound effects on the ensuing results.
In a recent sales and retention studies, we found that most popular ‘Passive’ Transactional Style, performed poorly compared to the three other styles.
Transactional Markers
Our Blog