[Now Live] Report on Call Objects and Tracked Terms with Conversation Intelligence

[jozihall]

What is it?

You can get immediate insight into what was talked about on sales calls and report on their contents at scale to easily find calls of interest, identify coaching opportunities, and monitor trends.

Why does it matter?

Sales managers don’t have time to sift through hours of calls to find a coachable moment or identify trends in sales conversations. By tracking mentions of the topics you care about, you can know immediately whether or not a call is worth listening to and get right to sharing your feedback, making coaching efficient and painless for you and your reps.

With the ability to report on tracked terms, you can unlock powerful opportunities for reporting like:

• Quantifying competitive trends and identifying winning formulas to overcome objections
• Discovering changes in market dynamics like the rising popularity of new categories
• Ensuring consistency in your sales organization by knowing that reps are using their trainings and talk-tracks
• and much more...

How does it work?

Add tracked terms and categories on settings page (Settings > Objects > Activities) or directly from the call review screen. Now, HubSpot's conversation intelligence will start listening for your tracked terms on calls. This will work for all calls moving forward that are transcribed in HubSpot (whether they are created in Zoom, HubSpot Calling, or a third party).

Then, any call that mentions a tracked term will record a unified event that is used under the call data source in the custom report builder. This enables you to create powerful reports unique to your needs by leveraging other CRM data in addition to your tracked terms. You can start with out-of-the-box reports on metrics like tracked term mentions by rep and category that can be found in the Report Library.

Notes:

• Tracked terms will only be reportable on calls that occur after the tracked term is created in your settings.
• This feature was previously known as “keywords” while in beta, but it has since been renamed to “tracked terms.”

Who gets it?

Sales Hub Enterprise or Service Hub Enterprise customers

Knowledge base:

Report on tracked terms in call transcripts