[mtmail]

> In most sales orgs, calls are being recorded by Zoom, > Gong or Chorus. To my surprise these calls are littered > with countless discussions of health.

IMHO that sales calls are recorded is the bigger issue. People talk about their health in video chat because they feel it's a private conversation. I wouldn't shame people for talking about private matters but rather question why 1000 sales calls were (long-term?) recorded and transcribed.

[s1k3]

Sales calls are recorded for a number of reasons. Most of them good for the customer. You should be happy people want them recorded it means they care

[ipaddr]

Please explain how I as a customer benefit when sales records a meeting. Usually it is rarely shared to me.

[asyncscrum]

At companies that are very customer centric, often times the calls are shared with customer success and implementation teams ensuring your goals as expressed during the buying phase are aligned with the implementation. This allows shorter implementation timeframes and higher likelihood of you achieving your goals and having a positive impact on your company. However, I'm sure that the majority of time the recordings sit in cloud cold storage until they expire and are deleted, never to be heard again.

[ipaddr]

Isn't it more about finding patterns to find a script for sales to use to get better at closing the sale? Things like people keep bring up the price.. here is what works at shifting the conversation or customers are impressed with the report page but hate the homepage.. start the demo off on the report pages.

Things that help the company but not really customer in any direct way.

[extragood]

I can't speak for all companies, but from what I've observed at my past few employers, recordings aren't generally analyzed in that way.

This comes from the context of Sales or Success at B2B SaaS, but I've seen recordings used in the following ways:

  * Keep a record of what was said/agreed upon during a meeting for future reference e.g. we will deliver X on Y date to Z contact
  * Share with someone who should have been there, but was unable to attend the meeting
  * Share a relevant snippet with people outside of the meeting attendees. e.g. product feedback, services opportunity, etc.
  * Capture customer praise so everyone feels good about themselves/the product

The vast majority of recordings are never viewed again to my knowledge.

[throwaway432897]

I have never heard of B2B sales teams routinely recording sales calls (we would only do it if the customer asked, typically because they had someone who wanted to listen in to the call but who couldn’t make it) and am having a hard time thinking of good reasons to do this that would be a) productive and b) positive.

[HectorComtura]

They're recorded to improve process to deliver a better buying journey, improve products etc etc.

We use them (transcripts) to power our platform so we collect the customers voice and make it reportable to deliver into the CRM. Multiple usecases like product improvements, business strategy and understand WHY you're winning deals.

Tools like gong/chorus etc are great for coaching, recommend them highly.

[spoonjim]

LOL. They're recorded so they can find the firmware hack into the customer's mind where if you say "cybersecurity" the chance of your sale goes up 20%. You don't need to lie and say it's for the customer, it's so you can get your wife a GLS550 instead of a GLS450

[phpisthebest]

I am always amazed when people talk about personal things on business calls

I would NEVER do that. Outside of generics like "I went to the beach for vacation" I do not even talk about health or deeply personal things with co-workers I have worked with for over a decade. let alone some random salesperson I just meet.

It is crazy.... of course I have no social media presence under my own name, and can not even conceive of posting my life on said social media growing up in the 80's in grained into me that desire for anonymity