Strategies for a World-Class SDR Program

What is the Best Tool for SDR Call Coaching?

call coachingSo you want more customers, recognize the importance of call coaching, and all of your sales managers are on board. There’s just one problem — there’s not enough time! Between sales strategy meetings, interviewing potential reps, and training new hires, who has time to listen to calls and give one-on-one coaching anymore?

 

Fortunately, there are several call coaching tools on the market today that can help your managers efficiently review their SDRs’ performance and give feedback. Three of the most popular options are Gong.io, Chorus.ai, and ExecVision. Here, we’ll explore each tool’s pros and cons to help determine which is best for your business.

 

Gong.io

 

In a nutshell:

Gong.io is a powerful tool that uses artificial intelligence to analyze how your team is doing at a high-level. However, if you’re looking for a call coaching-specific tool, this may not be the best option for you.

 

What’s to like?

Unlike many call coaching tools, which purely focus on phone calls, Gong.io allows you to pull in, analyze, and search all customer communication channels — phone calls, emails, calendar events, video conferences, and more. This’ll give you a more complete picture of common questions customers have, which competitors are mentioned most often, and other key details that could inform your sales strategy.

 

Because Gong.io has access to so many communication channels, it’s able to quickly figure out what your top SDRs are doing differently and use that data to provide customized tips (or a “winning playbook,” as Gong.io puts it) that’ll help your other SDRs set more qualified meetings.

 

What’s not to like?

Since Gong.io uses natural language processing to transcribe calls, it’s not perfect — some reviewers have complained about full paragraphs not making sense.

 

In addition, Gong.io is shifting its focus from call coaching to deal progression. In other words, it’s becoming more of a management tool used to help make high-level decisions than a training tool that allows managers to listen to and critique calls. While managers could still use Gong.io as a call coaching tool, it may not come with all the features they’d like or need.

 

Chorus.ai

 

In a nutshell:

Like Gong.io, Chorus.ai is a powerful artificial intelligence-driven tool that easily analyzes your sales team’s performance at a high level. But if you’re looking for a system specifically built for one-on-one call coaching, you may want to look elsewhere.

 

What’s to like?

Chorus.ai takes a lot of work off of your sales managers’ plates, as it can quickly scan calls and call out pivotal moments — both positive and negative. This means your managers don’t have to listen to hours of calls to figure out what’s working and what needs to be improved.

 

Another nice feature of Chorus.ai is it allows users to create playlists, so you could create a library of exceptional calls for training purposes, your SDRs can create a playlist of calls they want their manager to review, and more.

 

What’s not to like?

Similar to Gong.io, Chorus.ai uses artificial intelligence to transcribe each call, which means the transcriptions may not always be accurate — especially if your SDRs or prospects have strong accents or speak quickly.

 

In addition, some reviewers have said that Chorus.ai occasionally drops calls or doesn’t record calls at all, although of course, that could be due to user error.

 

Finally, Chorus.ai is better suited for companies looking for high-level team insights. If you’re looking for a tool that’ll help your sales managers coach their SDRs one-on-one, you may want to explore other options.

 

ExecVision

 

In a nutshell:

If you’re looking for a tool specifically made for SDR call coaching, check out ExecVision. Similar to how football coaches have their teams watch footage of past games to figure out how to improve, ExecVision allows managers and SDRs to review recordings of calls and easily evaluate performance. Just know that your managers will still have to put in the time reviewing calls in order to get the most out of this tool.

 

What’s to like?

ExecVision was founded by two experts in the SDR space who understand the importance and value of call coaching. Because of this, the coaching interface is super powerful — you can isolate portions of each call for sharing, search for keywords to determine if an SDR is following the script or falling into bad habits (e.g. saying “um” and like”), quickly analyze whether the prospect had a positive or negative experience, and more.

In addition, you can ask your SDRs to label their own calls, which forces them to listen to their conversations and search for issues before receiving feedback from their manager.

 

What’s not to like?

One of the biggest complaints reviewers have about ExecVision is that it doesn’t upload calls into the system instantaneously — you usually have to wait one to two hours. This means you won’t be able to listen to a call right after it happens (although most managers wouldn’t have time to do that anyway).

 

In addition, it’s important to keep in mind that, while they’re a huge time saver, call coaching tools like ExecVision can’t replace managers — these services are only valuable if the managers go in and review calls regularly, which can still take a good amount of time.

 

If you liked this post, check out more content on SDR Path.

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Taft Love

Taft Love

Taft Love is an experienced sales development and sales operations professional who has worked with dozens of startups in and around San Francisco in recent years. He now leads teams of SDRs and Sales Operations analysts for SmartRecruiters in San Francisco.

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