Real-time call coaching is crucial to outbound sales.
Prior to COVID and the industry-wide shift to remote work, real-time call coaching was an essential piece of the fabric that made in-person sales floors fun and engaging.
With the shift to remote work, SDRs are disconnected from each other in a way they weren't before, forced to make calls alone, isolated, and without support. Real-time call coaching is frustrating at best, and impossible at worst.
But, giving up on real-time coaching, despite being remote, is not an option.
The benefit of real-time coaching is that feedback loops are relevant, timely, and actionable for the SDR on the receiving end - a must in today's selling environment.
Other remote cold call coaching methods including reviewing call recordings are effective, but coaching is hands-off and feedback isn't delivered in real-time.
Ask any sports coach if they would rather watch game film of their players and share written feedback with them, or if they'd prefer to be on the field with that player while they are in action.
You know the answer: coaching is best done hands-on.
As we've all adapted to the remote sales environment, technologies have adapted too, providing various ways to facilitate real-time call coaching.
Real-time call coaching methods can include:
- Live call monitoring
- Zoom power hours
- Replicating in-person salesfloors
Live Call Monitoring
Most dialers these days provide the option for a manager to tap into an SDR's live conversation, aka "eavesdropping", allowing the manager to listen to exactly what the SDR is pitching so that they can provide the rep with live feedback while the conversation is going, or once the conversation ends.
Salesloft's Live Call Studio is a pretty robust example of how managers and reps may benefit from this type of synchronous coaching.
The main pro of live call monitoring is that reps are getting real-time feedback from the managers that are listening in.
Cons of live call monitoring include the fact that a manager can only coach one SDR at a time, and there is no ability for peers to listen to each other's conversations or listen to their calls while they are dialing themselves.
Orum has partially solved that problem with their live call floor, allowing teammates to listen in on each other's conversations at will, however, there is no face-to-face interaction with this tool, and no native channel to provide feedback to teammates while they are on a call.
Although it's time-consuming and feedback is limited between a rep and manager, live call monitoring can be an effective way to provide real-time coaching in a remote setting.
Power Hours in Zoom
Ah, Zoom, where would we be without it?
Zoom (and its variants like Microsoft Teams and Google Meet) is a viable option for the purpose of gathering your SDRs and boosting team camaraderie.
After all, it's the easiest way to be face-to-face while remote.
With your team gathered together on Zoom, you can have your team make dials together! A huge plus, as it's almost the remote version of the live salesfloor.
However, if you've ever run a power hour on Zoom, you know the pain of trying to share your audio without it spilling over into your teammate's phone conversations and have one rep talk at a time so that everyone else isn't interrupted.
Simply said, Zoom was not built for cold calling, but it can be a good way to gather your team for some cold calling fun!
Yes, you read that right, advancements in real-time call coaching software have led to the creation of remote salesfloors that mimic in-person salesfloors.
With live call listening and face-to-face interaction, remote salesfloors combine the best support call coaching software has to offer.
Sales is a team sport, and cold-calling is one of the hardest and most rewarding activities a rep can do.
There really is no better way to cold call than being surrounded by your teammates, all on the same mission, with the buzz of the salesfloor humming in the background.
Remote salesfloors offer real-time feedback loops, organic learning opportunities, live competitions, and the feeling of togetherness - essentials for SDRs of all experience levels to find success through cold calling.
Step Up & Coach!
Managers, your reps need you.
Whether you are providing feedback via call recording analysis, jumping on Zooms together, or running call blitzes with remote salesfloors, you owe your SDRs the time, attention, and support they need to be successful in their role.
Facilitate feedback-positive environments, enable opportunities for peer-to-peer learning, and make your team better through coaching and collaboration.
Embrace your role as a coach, it's a special one!