How to coach sales and customer support teams with Aircall’s AI-powered call scoring

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Sales and customer support teams are facing higher targets with fewer resources–including headcount. In this environment, it’s crucial that every conversation your team has counts towards your bottom line. 

Over the past year, Aircall has embraced AI to help our customers do exactly that. With Aircall AI, sales and customer support managers have been able to save hours per week on call reviews, coach their teams with more context, and ultimately drive bottom-line metrics like conversion and CSAT. 

Now, we’re giving managers tools to accelerate team coaching and quality assurance. That’s where AI-powered call scoring comes in–a process that can revolutionise how managers drive team performance, so that each team member has the coaching and feedback they need to reach their full potential.

Introducing Call Scoring

Call Scoring allows sales and customer support managers to evaluate calls faster, using a mix of human-evaluated and AI-evaluated questions. By assigning scores to each call, they can provide tangible feedback to agents and track skill progression over time. 

In an environment where over a third of SMBs lack a structured coaching process, call scoring helps time-strapped managers maintain a reliable coaching process, without sacrificing hours per week on admin work. 

One of our customers in North America, Puls, used to manually enter call scores into custom fields in Salesforce. After testing an early version of Aircall’s call scoring, they were able to centralise the process in the Aircall Dashboard without relying on integrations, IT maintenance, and manual workflows–saving them an hour per agent, per month on call reviews.

Automate admin work with AI, so you can focus on real feedback

Most call scoring processes include important but tedious administrative questions such as: “Did the agent introduce themselves and the name of the company?” or “Did the agent summarise the next steps at the end of the call?”

These are useful for understanding whether an agent is following proper guidelines for call handling, but it takes time to listen to the recording or check the transcript for answers. With Aircall AI, managers can choose from a list of templated questions that will always be scored automatically by AI, based on the content of the transcript.

Not only does this cut hours out of the call scoring process; it also means that managers can focus on more meaningful questions, like “How well did the agent address the customers’ problem?” where feedback can lead to real skill development and performance improvement. 

Customise scorecards to meet your team’s needs

While AI is becoming better and better at decision-making and reasoning, we know that performance evaluation can be sensitive and open to interpretation. That’s why we allow managers to determine which criteria can be scored by AI and which criteria can only be scored by a manager. 

When building a scorecard, managers have the option to include custom questions. These questions will always remain manager-evaluated to ensure fairness and accuracy.

But custom questions are great, too, for any company or industry-specific criteria that AI isn’t able to pick up on. For instance, a sales team may want to include criteria pertaining to a new discount they’re running, or a new sales pitch they’re testing out with the team, while support teams may want to focus on adhering to internal support guidelines and knowledge bases. 

Quickly gain context on calls before you start scoring

Even with the help of AI, managers still have to understand the context of a call before they start to evaluate it. Aircall AI helps make this process faster, too, so managers can get a grasp of a conversation before they start scoring. 

Aircall’s call summaries and key topics help managers quickly understand the gist of a conversation and determine whether it’s worth evaluating. Similarly, calls are flagged with positive, negative, or neutral customer sentiment. Managers can easily focus on coaching calls that had a negative outcome, or they can balance feedback by looking at both successful and unsuccessful calls. 

Aircall AI also provides a bulleted list of action items. This helps managers quickly determine whether their teams have set proper next steps at the end of a call, and whether they’ve followed-through after a conversation ends.

Monitor and score calls about business-critical topics

Aircall AI also allows managers to track conversation topics across calls, which means that managers can score calls around specific business-critical topics. 

This can be a game-changer when it comes to efficient coaching. It allows managers to rest assured that they’re spending time scoring high-priority calls for their team. For instance, sales managers can track conversations that use a new sales pitch, then score calls to ensure their representatives are adhering to it. Support managers can score calls around a new product release or a frequent, high-priority customer concern. 

Coach smarter with aggregated performance stats

Over time, as more calls are scored, managers want to understand how their teams are progressing and where they need additional support. That’s why we’ve also introduced an aggregated view for each scorecard, so managers can see the average score of all of their evaluated calls. 

Based on the scorecards managers have created, they’re also able to see a breakdown of scores by category. For instance, they may see that the “Introductions” category has a score of 90%, while “Product Knowledge” or “Objection Handling” has a score of 50%. In an instant, they can flag areas where their teams are struggling and then coach around those specific skills. 

Managers are also able to filter by agent, so they can see only a particular agent’s aggregated scores. This is perfect for one-on-one coaching sessions or performance reviews, where managers can pinpoint an agent’s strengths and weaknesses to personalise feedback and ensure agents receive individualised training. 

In today’s business landscape, where every conversation must drive results, AI-powered call scoring equips sales and customer support leaders to coach smarter and prioritise meaningful feedback. By working smarter and leveraging AI, teams can consistently improve their performance and exceed their ambitious targets. 

Ready to leverage Call Scoring to power team coaching and ensure calls are driving impact? Request a demo of Aircall and Aircall AI now.

Published on December 9, 2024.