Back

Metrics

Agent laughter

This metric shows how many times has the agent laughed during the conversations. Every time there is a burst of laughter it is counted as a single event.

Laughter moment also includes high-intensity positivity or audible relief transitions. In other words sudden exhalations, high pitch moments. 

EXAMPLE

During a conversation, there are 2 times the agent said something and during the speech started laughing slightly or raised the pitch to a point of high emotional relief moment. 

 

Helpful

Yes
No
Agent's emotion change

The Agent's emotion change metric is focused on understanding how resilient you are in terms of staying positive. In essence, this skill is crucial to becoming both more powerful against negative emotions projected by the client, and also to prove that you can stay highly motivated and positive throughout the conversations. 

EXAMPLE 

At the start of the conversation, you are positive 80%, which means you are projecting pleasant emotions like joy, relaxation, happiness, hopefulness, and others. However, at the end of the conversation, you have experienced some criticism from the client and some disappointment for not being able to get the desired response. Without your awareness, your emotions have dipped at 73% positivity. You are still projecting positive emotions, but you are not as positive as you were at the start. 

The calculation is: 73% minus 80% equals -7% Agents emotion change. 


USE CASE

This metric is useful when there are a lot of calls made in a short period of time. In that case, extra coaching on how to stay positive and emotionally resilient is a useful strategy to improve the Agent emotion change %.

Note, that the percentage change is normally within 1 digit level, that is, -4% or +2%. If the agent's emotion change % goes in - double digits this could mean some serious issues of agents' abuse by the client or arguments during a call. 

 

Helpful

Yes
No
Average call duration

This metric shows the average call duration. It is useful to find out which Agent has the longest calls and which one has the shortest. If there is a strong correlation with the KPIs like Yes% for either longer or shorter calls this might indicate that coaching to make calls shorter or longer is a useful strategy. 

Helpful

Yes
No
Average longest monologue

Use Average Longest Monologue to improve sales by speaking less, but better. This is a conversational skill metric that shows the average time of the longest monologue in every conversations you have had in the selected period.

 

EXAMPLE 

This means that if you have 10 conversations and in 5 your longest monologue is 50 seconds, but in the rest 30 seconds, your average longest monologue is 50s times 5 pluss 30s times 5 divided by 10 conversations equals 40s average.

USE CASE

The rule of thumb based on behavioral and cognitive psychology is to speak no more than 30 seconds. The longer you speak the less information the other person will be able take in. However, this applies for an active dialogue where the goal is to have a light hearted and engaging conversation.

Exceptions as a personal story telling or product direct pitching can take more time. Generally people are ok to listen longer if you have shown good conversational skills prior the long monologue. That is good listening, interactivity and emotional connection.

It is a natural trial and error process to find what is the best length for your product and service pitching section, but a long monologue can be fixed easily with clever questions, witty remarks, jokes and other styles of communication. 

 

Helpful

Yes
No
Average monologue

The average monologue is a good way to see who is generally speaking longer. This is conversational skill metric shows the average length of every time you speak in a conversation. 

 

EXAMPLE 

If you have 10 conversations and in 5 you speak short burst of monologues, for example, just simple statements or question. Then in each you average 7sec of monologues. But in the rest you tend to speak longer, ask questions with extended comments added to them, in those conversations your average monologu is 15sec.

This means your average monologue in those 10 conversations is calculated like this: 5 times 7sec pluss 5 times 15sec divided by 10 equals 11sec average monologues.

 

USE CASE

After having conversations that you have labeled as "Yes" calls or positive leads, check the average monologue in those calls. Compare that to calls that have failed and see if there is a difference between lengths of monologues. If there is no strong difference, then for now don't focus on this metric.

However, note that if you have an avg. monologue 10sec in bad calls and in your best calls it's 7sec, that is a 30% difference, and though it seems only a 3-sec difference in terms of the impact it reasonably amounts worth investigating and possibly coaching. 

 

 

Helpful

Yes
No
Client laughter

This metric shows how many times has the client laughed during the conversation. Every time there is a burst of laughter it is counted as a single event.

Laughter moment also includes high-intensity positivity or audible relief transitions. In other words sudden exhalations, high pitch moments. 

EXAMPLE

During a conversation, there are 5 times the client reacted to something funny said by the agent or started jokes himself. As he laughed the AI notes the voice pattern and counts it as a laughter moment. 

Helpful

Yes
No
Client's emotion change

The Client's emotion change metric is an indicator of how well can the agent influence the emotional experience of the client. In other words, can he make him laugh and smile, or, cry and become annoyed. This metric looks at emotions in the beginning and the end parts of the call.

EXAMPLE 

Let's say that at the start of the conversation client is showing 50% positive emotions. During the call he has a good time talking to you, but at the end you say something offensive or just lose it. He becomes more annoyed and it shows. Now he is only 35% positive and it's the last 30 seconds of the call. This means there is -15% emotion change in clients voice.

The calculation is: 35% minus 50% equals -15% client's emotion change. 

Helpful

Yes
No
Conversation count

This metric shows how many sales conversations have been made by the agent. The general rule of thumb is to have at least 10-30 conversations to use report view analysis in a meaningful way. More conversations will improve the report's usefulness as the patterns will be more visible. 

 

Helpful

Yes
No
Longest monologue

The Longest monologue is a fast way to see what is the longest you speak in a conversation without stopping. It is important to understand when you are speaking too long, what are you saying in the long monologue, and how often that happens.

 

EXAMPLE 

If you have 5 minutes long conversation and you end up having a good exchange of words, but then you start to pitch the product and end up speaking for 1:30 minutes, that is 25% of the conversation. In that time you were speaking without any pauses or ways to produce a response from the client. 

A rule of thumb to know is that people can listen intently for up to 30-40 seconds, after that they start to forget what you said and lose focus. 

Helpful

Yes
No
Patience

Use the Patience metric to improve sales by taking longer pauses after the client finishes speaking. This means you are giving more space for his words to linger. 

EXAMPLE

For instance, a speech can consists of short pause 0.15 seconds, medium 0.50 seconds, and long 1.50 seconds pauses. What fits your pitch and conversation style is depending on your preferences, but the general rule of thumb is to have medium to long pauses to create a more powerful conversation. 

Helpful

Yes
No

Can't find the answer to your question?

Chat now Send email

Pitch Patterns

© 2022 Asya SIA. All Rights Reserved.
Pitch Patterns is part of product family developed by a multi disciplinary AI and Design lab located in Baltic States.

Notifications

Recent