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Writing on contact-centre quality, sales coaching, and what three million scored call behaviours say about how sales and service conversations actually go.
Your AI projects probably aren’t ambitious enough
80% of people say AI makes them more productive, yet only 37% of organisations see it in EBIT. Start with something unreasonably valuable.
Are you really the salesperson you think you are?
Salespeople judge themselves on the handful of calls they remember. Close to 900,000 scored sales calls say the customer, the week and the team matter more than memory admits.
AI sales roleplay: we’ve put CallCoach in the App Store
AI sales roleplay for the call you’re actually worried about: have it tonight, out loud, against a prospect who argues back, and find out how it goes before it counts.
Stack ranking: your worst reps have good weeks too
The same reps sit at the bottom of the weekly stack ranking, yet nearly half of them have a top-half week within three months. The useful question is why it didn't last.
Sales rep performance: give a bad week seven days
Sales rep performance: a score drops 12 points. Wait a week before coaching it. What will bounce back does so within seven days. What is left is still there a month later.
Call scoring: 100 is a scale, not a target
Call scoring across a year of calls: none reached 100, and that is the scale working. Set your quality target from your own distribution, not from the end of the ruler.
Stop coaching from the best call of the week
Roughly three in four agents had a top 10% call last week. In call centre coaching, the best call of the week is a good day, not a good habit, and a team told to copy it copies the day.
Sales coaching: coach your reps weekly, not monthly
A rep's own week-to-week swing is about 6%, nearly the whole gap between your best and worst closer. Sales coaching once a month can't see that. Weekly can.
Sales discovery: reps sound good before they dig well
Tone of voice is the highest-scoring call skill on the phone, and sales discovery sits at the bottom. Give agents feedback on every call, and discovery is what moves.
Average handle time: good leads talk longer
You can hear lead quality in the first minute of a call, and it predicts how long the conversation runs. That matters if you compare agents or campaigns on average handle time.
Call centre quality assurance: the coverage gap
Traditional call centre quality assurance hears one or two calls in a hundred. Here's the maths of what the other 98 cost you, per agent, per month.