New! Instant Access to Each Rep’s Longest Monologues
Long monologues is one of the first of several planned innovations that will help you discover key moments in calls so that you can understand what qualitatively improves or detracts from your conversations with customers.
In this post, we’ll examine long monologues, how they work, and some of the ways to use it.
What are Long Monologues?
When a coach focuses on a rep, VoiceOps now shows you their longest monologues, or long speeches, so that the coach can evaluate whether the rep is inappropriately monopolizing the conversation. The coach can then investigate and coach to these long monologues if needed.
How does VoiceOps’ Long Monologue Feature Work?
When the coach selects a rep on the Calls page, VoiceOps will display up to twenty of the rep’s longest monologues, sorted by longest to shortest, as measured by the number of words.
The coach can click on a monologue and view it in the context of the call transcript. The coach can leave a comment on the transcript to alert the rep and to coach on how to be more interactive with customers.
Top Use Cases for Long Monologues
Long monologues can help coaches identify where reps might be talking at customers instead of having a conversation with them, dumping data without pausing for a temperature check or understanding.
- A coach sees that there is a pattern in a rep’s longest monologues--the rep tends to speak at length about product requirements that confuse the customer with too much information. The coach can use this insight to work with the rep on discovery so that they can then pitch the right product for the customer.
- A coach can see the talk ratio for a rep is high. By using long monologues, the coach can quickly see that the rep is relating long (and irrelevant) stories with the customer.