What is a sales call recording?
Sales calls provide reps with valuable insights on optimizing everything from the sales strategy to the call scripts in real-time.
Recording these calls using a sales enablement or call recording software helps organizations gather the right material to train and coach sales reps so that they master the art and science of selling.
Every region has its own laws regarding recording calls and data privacy.
According to U.S. Federal Law — U.S. (18 U.S.C. § 2511(2)(d)) — you need single-party consent to record calls. The person who consents must be an active participant in the call.
Also, the U.S. state laws vary, and some, like California or Pennsylvania, require multi-party consent — everyone participating must express consent to being recorded.
The international laws vary too. For example, the GDPR requires you to have a legal basis for collecting, storing and sharing the personal data of EU residents.
In most cases, a safe approach is to record calls after getting consent from your sales rep and their prospect. You should also offer a valid reason for recording the call.
Your sales call scripts should weave in the compliance aspect right at the beginning to avoid any conflict. Here are two examples:
- “Hi, I’m John Smith on a recorded line. The reason for my call is…”
- “Hi, I’m John Smith from ABC Consulting, and this call is being recorded for training purposes. Here’s why I’m calling …”
Besides a verbal notice, you can also make sure that you use tools compliant with state or regional laws. For example, you can adjust the settings of your call recording software so that it automatically requests consent.
Why should you record sales calls?
With sales call recordings comes great insights, and with great insights come great sales. You should record sales calls to master:
The art of sales coaching
The science of sales enablement
What are the benefits of recording sales calls?
With recording, you can:
Call recordings offer new sales reps a first-hand glimpse into a company's sales process. They provide insights on customer pain points, sales conversations, strategy, call scripts, and other crucial elements of sales.
If a sales team has been doing its job, then customers are bound to highlight those aspects in an honest and heartfelt manner during sales calls.
Recording such calls and adapting them as customer testimonials (after approval from the client) is great for getting impactful testimonials.
You can also use these stories to build powerful customer stories and case studies that can be used in your marketing campaigns (again, after getting the client’s approval.
Sales calls are ideal for getting customer feedback on your product or services and mapping features that would benefit them. With recordings, you never miss any crucial detail.
The calls also provide your marketing team with the proper context to build more relevant marketing campaigns.
Meanwhile, customer success can learn from sales calls to better understand their customers and motivations.
Going through call recordings is an excellent way of checking the audio quality of your calls and making sure that they meet the company’s standards. If the quality isn’t great, you can invest in better service providers and equipment (headphones, mic, internet routers, and more).
You can use unique moments from sales calls as teaching moments and best practices for having great customer-facing conversations. These moments could cover tough topics such as objection handling, rapport building or cost-benefit analysis.
Building playlists for sales call best practices can help with sales onboarding, coaching, and feedback. For instance, the sales call playlist or game tapes equips new reps with the best sales techniques to prospect and convert more effectively.
Call recording best practices