Did you know that your sales performance is heavily dependent on the effectiveness of your sales calls approach?
Therefore, as a sales manager or salesperson looking to improve and maximize sales performance, you have to learn to make more impactful sales calls. And the first step to doing that is to record sales calls.
This practice allows you to capture and analyze sales calls, gain unique insights into your internal sales processes and customer interactions, and identify opportunities for improvement.
Can you Record Sales Calls?
Yes, you can. However, you must do it in compliance with applicable laws and obtain the explicit consent of participants on the call.
If you are considering leveraging sales call recordings, there are best practices and legal considerations that you must familiarize yourself with. And this guide will explore them extensively.
A sales call is a conversation between a salesperson and a lead or customer to promote a product and close a sale.
Sales calls can take various forms, including phone calls or video conferences, depending on the nature of the business and the preferences of the parties involved. Both of these sales call forms can and should be recorded.
Why, you ask? The short answer is that the recordings offer invaluable information and insight necessary for improving sales.
So, if you are still relying on your memory or handwritten notes for details of your sales calls, here are some reasons you should consider recording the calls instead.
Training: Sales call recordings are often used as training resources because they allow sales representatives to listen to real-life interactions, discover sales techniques, and learn from one another.
Customer insights: Sales call recordings provide valuable insights into customer needs and preferences. Businesses can gain a deeper understanding of their target users, identify common objections, and uncover opportunities for improvement by simply analyzing sales calls.
Compliance and dispute resolution: In certain industries, recording sales meetings may be a legal requirement to ensure compliance with regulations. Additionally, recorded calls could serve as a factual record of conversations, helping resolve disputes or misunderstandings that may arise during the sales process.
As a sales manager or rep, you can leverage the insights and learnings from recorded sales calls to improve your connection with prospects and customers and hit your sales target.
As a leader, you must chart the best course for your team to achieve individual and collective sales goals. But you should not be daunted by this. With sales call recordings, you have all the information necessary to make the needed changes at your fingertips.
By analyzing sales calls, you can identify sales techniques, strategies, and communication styles that consistently lead to positive outcomes for your team members. If you are unsure how to analyze sales calls to identify best practices, here is a five-step guide:
Gather and organize recordings from your team
Determine the specific sales techniques, strategies, and communication styles you want to analyze.
Listen and take notes
Identify patterns and trends
Extract key learnings
Instead of attending reps’ sales calls to evaluate their performance, you can now watch the recordings at any time and help your reps improve their sales performance in the following ways:
Providing personalized feedback based on actual customer interactions can have a significant impact on individual sales performance.
Identifying upselling and cross-selling opportunities. You can spot missed upselling or cross-selling opportunities by observing whether your team effectively identifies customer needs and recommends relevant additional products or services.
Benchmarking performance. Compare sales call recordings across your team to identify top performers and those who may require additional support.
The library of recorded sales calls is also an invaluable resource for training new reps.
It is easy to become out of touch with customers if you are a sales manager overseeing a team of representatives. Most of your daily tasks might revolve around administrative duties but, you need to have your finger on the pulse of the market to stay effective. And there’s no better way to do this than by analyzing customer conversations.
Sales call recordings allow you to get direct feedback on your product from your users and understand what the average customer wants or responds to. This is a goldmine of information!
You can gain insight that helps you answer questions like:
What feature do customers value the most in products in our niche?
What are the common complaints about our product?
Why do they prefer our competitor?
How does the average customer feel about our prices? How much are they willing to pay for our product or service?
These learnings will help optimize your product for your existing customers and target market!
About six calls are required to turn a prospect into a customer. So, it’s clear that your work as a sales representative is cut out for you. But the good news is that you can record client meetings and learn from them to make the conversion process easier and more rewarding. Here is how you can take advantage of the sales call recordings.
Enhance pitch delivery. By evaluating recorded sales calls, you can assess your delivery of the sales pitch to identify areas where the pitch can be refined to create a more compelling and engaging message.
Improve objection handling. How well do you handle customer objections? You can note common objections, evaluate how effectively you address them, and develop persuasive responses.
Fine-tune closing techniques: Review your recorded sales calls to assess the effectiveness of your different closing techniques and what you can do better. You want to ensure that you properly frame your call to action, consistently on a high note, and spark curiosity.
“Strong customer relationships drive sales, sustainability, and growth.” - Tim Cates
Everyone likes to feel valued and expects you to remember their names and the details of all your interactions. Being able to meet these expectations gives them the impression that you care about them and this makes them more open to building a relationship with you.
However, with the average salesperson making 30 calls a day, this is near-impossible - except, of course, if you record all conversations.
You can further leverage call recordings to build relationships in the following ways:
Picking up on subtle cues, tone of voice, and nuances that may have been missed during the live call.
Learning the personal preferences, communication styles, and interests of your leads.
Demonstrating emotional Intelligence.
As part of your preparation for subsequent conversations with leads or customers, you should revisit previous call recordings to refresh their memory on decisions and any unresolved issues.
Also, in cases of customer disputes or misunderstandings, sales call recordings can be used as evidence to clarify what was discussed during the call.
Selecting the right sales call recording software for your team from the several options in the market could be tedious. We have, however, helped you narrow down the options to five of the best and most versatile sales call recording tools.
If you are looking for a tool that simplifies call recording while allowing you to build a searchable knowledge base out of all recordings (great for creating sales enablement content), Airgram is for you!
This tool is compatible with popular video conferencing apps like Zoom, Google Meet, MS Teams, so you don’t need to switch on several recording tools. What’s more, Airgram records both video and audio in high-quality.
It can be hard to focus on the conversation while taking notes, but Airgram takes the burden off you. You can transcribe calls in real-time, annotate key moments, and uses built-in GPT-4 to generate a meeting summary for easy follow-up with customers! Therefore, you can literally fold your arms during calls and allow Airgram to handle your call records.
But perhaps Airgram's best offering is the comprehensiveness of its features, including meeting scheduling, agenda creation, recording, note-taking, and task assignment, which makes it the only software you need to manage every aspect of your calls.
How to Record Sales Calls Using Airgram?
Step 1: Sign up for Airgram for free and create a workspace where all your recorded sales calls will be saved.
Step 2: Once your sale call starts, go to the Airgram dashboard; click ‘Quick Record’, and select the conferencing platform you are using.
Step 3: Paste in the meeting link, choose the transcription language, and then click on ‘Start recording’.
Step 4: Admit the Airgram assistant to the call. And voila! Airgram will immediately start recording and transcribing your call concurrently.
Once the meeting is over, you may replay the recording, generate a summary, and share the most important moments. Its integration with Hubspot, Slack, and Notion also greatly enhances your workflow and makes your work more efficient.
HubSpot, mostly known as a CRM, also offers an inbuilt call-recording system. Its diverse range of features allows users to centralize their customer and sales pipeline management from prospecting and lead qualification to closing a deal.
Gong automatically records sales calls via video conferencing and phone and provides intelligence and insights on individual reps and teams’ potential deals, members’ performance and sales approach, and key moments from the recorded calls.
RingCentral’s impressive cloud storage and call processing capacity make it ideal for teams with large volumes of inbound and outgoing sales calls. With up to 100,000 calls storable per account, it provides enterprise-scale businesses space for their recordings.
Avoma creates audio, visual, and textual sales call records and analyzes conversations to generate insights necessary for data-driven decision-making.
It also simplifies managing and aligning on organization-wide sale projects by presenting reps’ call details across the organization in a simple and accessible form.
The following best practices are crucial for ethically and effectively obtaining and using sales call recordings.
Different jurisdictions have specific laws that regulate the process of obtaining, using, and disposing of the data and information from sales calls. It is, therefore, crucial to understand and comply with those local laws and regulations.
Some key aspects of the law to pay attention include:
Notification obligations: Some jurisdictions require that you inform the participants on the call that the recording will take place. This means you may need to provide prior notification to all participants about the recording and its purpose.
Storage and security: The laws enable you to take appropriate measures to protect the recordings and ensure they are stored securely to prevent unauthorized access or disclosure.
Cross-border considerations: If you operate in multiple jurisdictions or conduct sales meetings across different regions, it is essential to be aware of the specific recording laws in each location. Understanding these differences helps you navigate the legal landscape and ensure compliance wherever the sales meetings take place.
Retention period: Local laws often stipulate how long companies can keep sales call recordings and data in their records. It is important to know precisely how long you can retain these records before deleting them.
After all that has been said, we strongly recommend consulting with legal professionals to help you navigate the specific regulations applicable to your jurisdiction.
It is good practice to always seek and obtain consent from the prospect or customer before proceeding to record the conversation.
In the United States, consent laws vary by state; some require all parties to a conversation to give their consent, while some only require one party’s consent.
Consent must be explicit and informed for it to be valid. Here are a few examples of how a salesperson can ask for consent:
"Before we continue, I just want to let you know that I'd like to record this call for quality assurance and coaching purposes. Is that okay with you?"
Do you mind if I record this call for training and compliance purposes?
"To make sure I don't miss any important details during our call, I'd like to ask for your permission to record this call. Is that alright with you?"
In addition to the fact that obtaining consent is often a legal and ethical requirement, it demonstrates professionalism and respect for the other party in the conversation, which helps to build trust.
Protecting the data of your customers and prospects is an absolute requirement. You must safeguard all recorded calls and any associated data.
It is also vital to implement measures to protect against unauthorized disclosure or misuse of the recordings.
Some things you can do to guarantee the privacy of your customers include:
Anonymizing or de-Identify personal information
Minimize the collection of sensitive information
Train employees on privacy protocols
Store information securely and restrict access to only authorized personnel
Regularly update security measures
Delete records when they are no longer needed
Sales call recordings are, undisputably, a valuable asset for salespersons and teams striving for continuous improvement, customer-centricity, and success in today's competitive business landscape.
Embracing call recording software and incorporating it into sales strategies can undoubtedly contribute to better sales outcomes and strengthened customer relationships.
Tobi is a writer and communications consultant with five years of experience in creating content for corporate and non-profit organizations. She enjoys writing on best practices for business processes, technology, ESG, and climate change.