Performance Management And Quality Control

How Can You Get The Best Results Out Of Your Discovery Calls?

There are three key variables which need to be monitored and managed for you to get the best results out of your discovery call. They are…

1. All Leads Must Be Contacted Within An Acceptable Timeframe: When you are establishing your sales processes you will define what leads are going to receive an outbound discovery call. You’ve got to have appropriate systems in place to ensure that this happens with every single lead. There is a direct correlation between the speed at which you can reply to a inbound lead and the likely hood of them successfully converting, so you want this to be as short a gap as possible.
2. The Number Of Incoming Leads And Discovery Calls Which Convert Into Strategy Or Closing Calls: This is going to vary greatly across different lead sources but is an important metric to manage as it can provide insights which reveal whether every opportunity across your entire organisation is being optimized
3. The Conversion From Strategy Calls Booked Into Paying Clients: This is very important as it reveals two key pieces of information. First, it will reveal whether the lead has been fully and thoroughly qualified before being booked into a strategy call. Second, it will reveal whether the sales process and person responsible for “closing” is working effectively.

It doesn’t really matter what the number of incoming leads and discovery calls which convert into strategy or closing call are, as long as you can be sure that no qualified leads have been left out. Some campaigns this can be one closing call booked out of every three discovery calls, others it one in fifty.

What is important is that the conversion from closing call into paying client is above 50%, any less than this and it’s a sign that either the qualification process isn’t fully optimized or being followed or that your sales conversion process is not effective.

Once these numbers become known you can create benchmarks for new hires and ensure consistency as your team grows.

Quality Control and Performance Management Go Hand In Hand.

When it comes to getting the best out of your discovery call, good quality control processes always leads to a strong performance management, so here’s what we suggest you need to include.

1. Have A CRM System Which Your Entire Customer Journey Is Managed Through
2. Use a Dialler as part of your CRM To make the outbound discovery calls
   • Have the calls recorded
3. Record all scheduled discovery call meetings and upload into CRM
4. Create a qualification checklist which needs to be completed for every scheduled strategy appointment
5. Have someone review recordings of all successful appointments to ensure calls have been thoroughly qualified
6. Spot check unqualified calls to ensure all scripts and frameworks have been followed.
7. Create weekly performance coaching session with your team

A big component of this quality control and performance management revolves around creating a highly accountable team. What’s really important for you to focus on is where you place your focus…you must be focused on ensuring the process has been followed with every single lead and not be too focused on the immediate results.

There are two reasons for this…

First, if things are going ok and your team are on target while you’re only focused on the result, chances are you’re leaving opportunities on the table because they will become complacent.

Second, if things aren’t going ok and your team are off target, this will reveal the reasons why so you can fix the right problem quickly and get them back on track.

Finally, for you to get the best sustainable results out of your discovery call, it’s important you create a coaching and mentoring environment rather than a disciplinary environment. We absolutely must have your processes followed with every lead, that is never in question. However the optimal results are going to come from using this data and information to help your team get better, so keep things encouraging and consistent.

Note: Your Virtual SDR Team can review the recordings and provide summaries and notes for you, these tasks doesn’t need to be (and shouldn’t ) be done by you.