With competition becoming cut-throat, you need to be on top of your game to not only grow rapidly—but even to stay afloat. So, coaching becomes essential to maintain performance in sales and customer success—in addition to having a great product that evolves continuously.
However, the problem with Sales and CS coaching today is that leaders and managers 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.
But…Isn’t that where conversation intelligence tools help, you ask?
Great question! Most conversation intelligence tools in the market today offer visibility and insights into customer interactions to enhance performance and results. However—only if you have the time to listen to every conversation.
Here’s something interesting…
After analyzing 5.2 million meetings, we found out that — less than 1% of the sales calls are reviewed, despite having the right tools in place.
Even if you are among the minority that listens to the calls of all your team members, it’s still impossible to catch every single detail and coach objectively.
So, being in the age of AI, we at Avoma thought we can do better. And we did.
Introducing Avoma AI Coaching Agent
Avoma's AI Coaching Agent empowers managers to efficiently analyze a vast number of customer-facing calls. By automatically scoring each call, Avoma ensures 100% coverage for all your meetings and calls, and gives you real-time insights to enable you tailor your coaching plans for your sales and customer success teams.
Gone are the days of time-consuming, manual call reviews and subjective feedback. AI-generated scores offer consistent, objective analysis of your team’s performance.
This allows you to pinpoint areas for improvement and identify coaching opportunities based on actual performance data, rather than personal perceptions and subjectivities.
Now, let's dive into how the AI Coaching Agent works:
Automated Call Scoring to give you 100% coverage
Avoma's AI Coaching Agent does all the heavy lifting by automatically scoring each and every call, instead of you having to listen to each and every conversation and then scoring them manually. That way you get 100% coverage on all conversations, which is practically impossible as you scale your team.
The way automated scoring works is—AI takes the first pass to analyze and score the conversations, based on the personalized evaluation criteria you set up to understand the specifics or what worked or didn’t work in a given customer conversation.
Examples:
Did the sales rep talk about a budget or schedule the follow up meeting? Did the rep take a consultative approach by asking questions to engage the prospect and uncover challenges?
These insights help you coach your team on specific and personalized areas to improve rather than generic guidance.
With AI scoring every call, you'll receive consistent, unbiased feedback that's free from personal biases. This objective data empowers you to make informed coaching decisions, ensuring your team continuously improves their performance.
Custom AI Scorecards to build a culture of high performance
One of the most significant benefits of AI Coaching Agent is the ability to provide objective and consistent evaluations of team performance. With Avoma's AI-generated scoring, leaders and managers can be confident that all team members are being held to the same standard.
With that in view, we built two kinds of scorecards:
- Pre-built Scorecards to drive consistent performance based on best-practices
- Customizable Scorecards to drive performance tailored to your unique processes
Pre-built Scorecards
Avoma offers pre-configured scorecards from popular sales methodologies like MEDDICC, SPIN, or BANT to ensure your reps are evaluated on the key areas that matter most, without you having to build scorecards from scratch.
Depending on the methodology you follow in your organization, Avoma will assess how well team members are meeting the criteria for a successful meeting, and when critical tasks and topics were missed.
To make it objective and clear for both the team members as well as managers, Avoma not only scores based on performance, but also gives you justifications for the scores—so that team members know what exactly should they improve.
Now, you might ask—what if we have our own proven methodology that works for us? Can we customize the scorecards?
Indeed you can, and it’s super easy to customize!
Customizable Scorecards
Take full control of your coaching by creating scorecards tailored to your unique processes. Build your own scorecards or edit existing ones that align with your team’s specific coaching needs, accommodating for the industry and domain nuances you care about.
Ensure the evaluations match your goals and methods for maximum relevance and impact. With scorecards that are tailored to your team's needs, you can provide more meaningful feedback, identify areas for development, and celebrate successes in a way that resonates deeply.
When your team members understand the expectations and standards set forth in the scorecards, they can work towards achieving them with greater focus and purpose. This alignment between coaching goals and team performance leads to increased motivation, engagement, and ultimately, better results.
Performance Dashboards to drill down on team and individual performance
Building scorecards and automating scoring is just one side of the coin—next, you need to know how individuals and teams are performing. You need to track if your coaching efforts are paying off and if your team is actually following your advice.
With that in view, we built easy-to-use Performance Dashboards that utilize the above discussed AI Coaching scoring data to give you a clear view into individual interactions, recognize strengths, track progress, and identify areas that need improvement—so that you can tailor coaching and training programs.
To enable contextual feedback, you can leave comments directly on calls to provide actionable feedback. By annotating specific moments within the conversation, you can offer precise guidance and direction. This personalized approach ensures that your coaching efforts are focused on the areas that need the most attention.
With data-driven coaching, you can move beyond subjective assessments and base your feedback on objective metrics. This approach not only enhances the credibility of your coaching but also fosters a culture of continuous improvement. By tracking progress over time, you can celebrate achievements and identify areas where additional support may be needed.
Give the future of coaching a spin, and see for yourself!
Avoma’a AI Coaching Agent truly revolutionizes the way coaching is otherwise done. It takes on the most critical problem that most tools in the industry never talk about, which is — leaders and managers not having the time to listen to calls, and the possibility of personal biases getting in the way of coaching.
By leveraging Auto Call Scoring, Pre-built and Customizable AI Scorecards, and Performance Dashboards, you can not only make informed decisions based on objective data, but also ensure 100% coverage, drive personalized coaching initiatives, and track progress effectively.
We hope this helps you iterate faster and improve at breakneck speed, so that you can be on top of your game, in today’s highly demanding and unforgiving world.
