Do You Have Individual Advisor Coaching Plans?



Where and What to Coach?

Sales performance figures tell you who is making the sale and driving revenue, but they don’t tell you how some advisors consistently make sales where others fail. Manual listening can help managers identify if certain soft skills are used more by high-performing advisors.

For example, by listening you can tell if the advisor is more successful because they can are actively building rapport with customers and earning their trust. However, manual listening will only cover a few calls per advisor.

Supported by speech analytics, it is possible to automatically identify how frequently an advisor makes a sales pitch during all of their customer interactions and you can uncover why some people are more successful than others.

Equipping Managers With the Right Coaching Tools

As we have established, it’s not possible for managers to manually listen to every call from every advisor. However, speech analytics can analyse 100% of calls, which makes the data statistically significant and robust.

An example of what analytics can produce is the sales pitch rate to  sale conversation matrix as seen below, highlighting each individual advisor’s performance:

Speech analytics is used to flag keywords and phrases, in this case, when a customer provides a buying cue or when an advisor makes a sales pitch. This information can then be used to identify coaching opportunities relating to sales success.

If a contact centre has a toolkit for customer retention or sales, analytics can track how often advisors use the toolkit and how many times each item from the toolkit is used. This too can be mapped to correlate to successful sales.

This data can be mapped on a matrix showing individual results. This then provides a clear overview of coaching needs within the team. It will highlight the top performers and you can identify what they are doing differently from a group of advisors who are underperforming.

Coaching to Success

As we know, there is always room for improvement. Top-performing advisors can increase their sales performance as well as the underperformers. One approach we advocate is learning through mentoring.

Top-performing advisors can be paired with underperforming advisors so that they can pass on their knowledge and skills and help the other advisors gain a level of confidence.


Keeping Performance High






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Published On: 16th Feb 2018 - Last modified: 8th Jun 2018
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