Introducing Similar Statements--Find out if that one moment in a call is happening in other calls
We are thrilled to announce the release of similar statements--an easy way to see the frequency of call statements and find patterns in a rep’s behavior so that you can find similar coaching opportunities.
In this post, we’ll examine what similar statements do, how they work, and some of the top use cases.
What are Similar Statements?
With similar statements, coaches can discover if that one moment in a call is happening in other calls.
When a coach has found a coachable moment in the call transcript for a rep, VoiceOps can show similar statements made by that rep so that the coach can see whether this moment is an anomaly, or part of a larger pattern.
How does VoiceOps’ Similar Statements Feature Work?
When reviewing a call transcript, coaches can enable Show similar statements for a rep statement that is of interest. VoiceOps will analyze other statements made by the rep, and display up to twenty statements that VoiceOps is most confident are similar to the one selected.
The coach can then view these similar statements in the context of their call transcript.
Top Use Cases for Similar Statements
Similar Statements can help coaches see if something they see in a call is a one-off, or part of a larger pattern. It can help coaches discover particularly effective —or ineffective— ways to communicate with customers.
- A rep says something that really resonated with the customer. Is this statement as effective with other customers? Use similar statements to see other places where the rep used similar language, so that you can gauge its efficacy with other customers.
- A rep says something that’s incorrect. Is this a single mistake, or has the rep said this to other customers? Use similar statements to see if the rep says this frequently and needs further training and coaching on the topic.