We recently caught up with Neville James to ask him a few questions on how he and his team have transitioned to remote work. Neville shares his thoughts on how the move to home working has allowed him to manage his team effectively from afar and increase performance through using CloudCall’s call recording and analytics features.
“It’s been great to get the chance to find out first-hand what CloudCall’s remote working offering has been like to transition to and use it full time while working from home.”
How has the CloudCall sales team adapted to remote work?
“The amount of time we’re in contact as a team has increased. Prior to lockdown, half the team was in Leicester and the other half in London, this meant we would occasionally have remote team meetings and other times have them in the office.
I found there was always a bit of a disconnect because the sales team was split up. Sales teams need to feel comradery and bounce off each other to be truly successful. There was always such a huge difference when everyone was working together in the same office.
Since going into lockdown and everyone having to work remotely, we now have a call every day. It has allowed us to bring other departments into our calls when needed and communicate more concisely as a team.
“Since everyone on the team is working remotely, everyone is in the same position.”
I have found myself doing at least 10 Microsoft Teams calls a day. I think the level of accountability for the sales team is far better now than it was before. “
How has CloudCall helped you manage and track from afar?
“Using CloudCall has allowed me to go into all our systems in detail. I can see the calls that have been made, who’s making them, frequency of calls and how long people are on their calls for. But most importantly, I can randomly listen to the calls.
For example, we have a Covid-19 offer and I can listen to how it’s being presented to the outside world. It’s better than being in the office where I overhear everyone at once. I can really concentrate on the calls and see if there’s any training required, or help needed. I can identify if demos are too long, or too short and whether the customer is having enough time to properly answer questions they are asked.
I would have no access to this information if we weren’t using CloudCall.
How has CloudCall helped you increase productivity?
I love having points I can bring up and time stamp within a sales call and provide feedback on improvements to help increase productivity within the team.
I have a BDR who’s made over a thousand calls since we went into lockdown. This month he’s booked over 70 demos and I listen to his calls on a daily basis. I’ve been able to really drill down and analyse his calls, listening to how he opens, how he closes, his listening skills, his technique, how quickly he gets back to people, how adamant he is about things.
This would never have happened if we didn’t have call monitoring, call recording and playback. Without CloudCall it would all be subjective and piecemeal and would require me to listen over him, whereas this way it’s much more analytical for me and the whole team. “