Call analysis in the solters platform

Call analysis: from each conversation to the next sales step

solters turns call recordings into transcripts and analysis against your criteria. A sales manager can see what the rep learned, what they missed and which actions to review in their work with the customer.

Open platformView a call analysis example

Connect CRM yourself or with our help - we will help you with the setup and the first result.

How does analysis work? Analysis is based on recordings and selected criteria
Sign in Conversation about choosing a solution

Summary: the client described the task; asked a question about the price; the agreement on the next contact requires clarification.

Criteria
NeedThe client's task is indicated
ObjectionsThe question of price requires clarification
Next stepNext contact date requires verification
Takeaway for the sales manager

Check what terms are important to the client and whether the next contact has been agreed upon.

Action for the sales rep: clarify the customer's decision criteria at the next contact and agree on a further step.
Familiar situations

When calls happen but what they mean remains unclear

The recordings and retellings themselves answer only part of the management question: what happened in the conversation and what the next step is needed.

It takes a long time to look for the essence in the recording

Listening in its entirety takes time, and the desired fragment of the conversation is unknown in advance.

A summary does not show how the rep explored the customer's needs

A sales rep's brief summary leaves out how the customer's needs were actually discussed.

After the conversation it is not clear what was agreed upon

The agreements remain with the participants in the conversation, and the next step has to be reconstructed from memory.

Below is how one conversation turns into a connected analysis: view a call analysis example.

How does analysis work?

One conversation, a clear analysis

Look beyond the text: compare the criteria of the conversation and the next step.

Sign in
Conversation about choosing a solution

Summary: the client described the task; asked a question about the price; the agreement on the next contact requires clarification.

Criteria
NeedThe client's task is indicated
ObjectionsThe question of price requires clarification
Next stepNext contact date requires verification
Takeaway for the sales manager

Check what terms are important to the client and whether the next contact has been agreed upon.

Action for the sales rep

At the next contact, clarify the conditions of choice and agree on the next step.

The diagram shows how call analysis works. Criteria are set for the purpose of the conversation; the result depends on the recording and selected criteria.

Working with the result

Use call analysis in your work with customers and your team

Call analysis informs management decisions: from findings about a conversation to action by the sales manager.

Check
Check whether the customer's need was clarified

Compare the findings with your understanding of the customer's needs: does what the sales rep learned match what matters to the customer?

Need The client's task is indicated
Discuss
Discuss a specific omission with the sales rep

Discuss an omission using the call analysis, rather than a general impression of the call.

Objections The question of price requires clarification
Agree
Agree on next contact

The recommendation suggests a step to review: the sales manager confirms it with the sales rep.

Next step Next contact date requires verification

A recommendation is guidance for a person: the sales rep makes decisions and reaches agreements, while the platform makes the conversation's content visible.

To suit your needs

Different calls, different goals and criteria

Each call type has its own goal, checklist and script. See how these affect the assessment and the sales manager's takeaway.

Select call type

Primary contact

Situation The customer discusses their needs with the sales rep for the first time

Purpose of the conversation Find out the client’s task and agree on the next substantive step

Checklist of this type

  • Clarified what the client needed and for what purpose.
  • Identified the customer's key decision criteria.
  • Linked the proposal to the client's task.
  • Agreed on the content and timing of the next contact.
Example criterion setupShow conditions and rating scaleCollapse details
Criterion
Agreed on the next contact
What we check
The content and date of the next contact are announced
What full completion looks like
Both sides confirmed when they will contact and what they will discuss
Partial completion
Further contact has been discussed, but the content or timing remains uncertain
When we don't evaluate
The call ended before a follow-up was discussed

For each criterion, you can set a description, its weight in the assessment, a scale, what each level means and when the criterion does not apply.

Your own script

Name: Introduction and qualification

Process diagram:

  1. Client task
  2. clarifying questions
  3. suitable solution
  4. next step

How the goal affects the assessment

  • Achieved — multiplying factor
  • Partially achieved — neutral coefficient
  • Not achieved — reduction factor

The impact of the goal on the rating can be configured for this call type

What the sales manager checks Is it clear what the customer needed and what the sales rep agreed to do next?

Follow-up call

Situation The client has already received an offer and is discussing the terms

Purpose of the conversation Clarify what is preventing the solution and agree on the next step on the proposal

Checklist of this type

  • Returned to previous agreements.
  • Clarified what remained unclear about the proposal.
  • Addressed the customer's concerns and decision criteria.
  • Agreed on a specific further action and deadline.
Example criterion setupShow conditions and rating scaleCollapse details
Criterion
Agreed on further action
What we check
The action on the proposal and the deadline are named
What full completion looks like
It is agreed upon who does what next and by when
Partial completion
The action has been discussed, but the deadline or responsibility has not been agreed upon.
When we don't evaluate
The call ended before the next actions were agreed

For each criterion, you can set a description, its weight in the assessment, a scale, what each level means and when the criterion does not apply.

Your own script

Name: Discussion of the proposal

Process diagram:

  1. Previous contact
  2. questions about the offer
  3. client doubts
  4. agreement

How the goal affects the assessment

  • Achieved — multiplying factor
  • Partially achieved — neutral coefficient
  • Not achieved — reduction factor

The impact of the goal on the rating can be configured for this call type

What the sales manager checks Has there been clarity on the client’s decision and is there an agreed continuation of the conversation?

Ongoing customer support

Situation An existing customer contacts you with a question about your work together

Purpose of the conversation Clarify the client’s request and agree on the procedure for resolving it

Checklist of this type

  • Clarified what question the client asked.
  • Checked which factors matter to the customer's decision.
  • Explained the next steps.
  • Agreed on the person responsible and the deadline for feedback.
Example criterion setupShow conditions and rating scaleCollapse details
Criterion
Agreed on feedback
What we check
The person responsible and the response time are clear
What full completion looks like
It is agreed upon who will return to the client, when and with what response
Partial completion
An answer is promised, but the deadline or who is responsible is unclear
When we don't evaluate
The issue was fully resolved during the call; no further response is needed

For each criterion, you can set a description, its weight in the assessment, a scale, what each level means and when the criterion does not apply.

Your own script

Name: Processing a request

Process diagram:

  1. Customer question
  2. clarification
  3. steps to resolve the issue
  4. feedback

How the goal affects the assessment

  • Achieved — multiplying factor
  • Partially achieved — neutral coefficient
  • Not achieved — reduction factor

The impact of the goal on the rating can be configured for this call type

What the sales manager checks Does the customer know who will handle their question and when to expect an answer?

The sales manager defines what good work means for each conversation and uses the analysis to give the sales rep specific feedback.

Connect CRM yourself or with our help - we will help you with the setup and the first result.

Get help with setup
Get started on your own

Start with one analysis

Registration opens the platform; analysis of your own records appears after connecting the data and setting up the analysis.

Step 1
Create an account

Open the platform registration form. This is an entry into your account, not a finished result.

Step 2
Connect the data yourself or using

Choose to set it up yourself or get help connecting CRM and call recordings.

Step 3
Get an analysis of available recordings

Set your criteria and receive an analysis of available recordings against them.

Open platform Get help with setup
Context

Call analysis is part of the solters platform

Start with an individual conversation. Use sales rep performance for team development and SLA rules to monitor response times.

Platform Speech analytics What the entire platform can do: call analysis, reports and work with department revenue. Open solution Module Stalled deals · SLA Monitor response deadlines under the rules: which event is overdue and who should be alerted. Open solution Article Call analysis: 20 minutes per week How a sales manager can organize call analysis without listening to every recording in sequence. Read Article on the Russian site ↗ Article Call evaluation criteria How to choose criteria that address the task instead of relying on impressions. Read Article on the Russian site ↗
FAQ

Questions about call analysis

No. The text is part of the result. Analysis based on selected criteria helps you see the content of the conversation, omissions and actions that are worth checking further.
The analysis lets you start with the transcript and findings. For disputed findings and important decisions, it helps to return to the original recording, if available.
You can set analysis criteria to match the purpose of a conversation. During setup, we can help you choose what to check in your calls.
You will create an account. To analyze your own calls, you will then need to connect the data and set up the analysis - yourself or with our help.
A meaningful analysis depends on an available, usable recording. Missing data alone does not mean the sales rep handled the conversation poorly.
Call analysis covers one conversation. Sales rep performance brings together metrics and observations about a rep over a period so their manager can identify development priorities.
Current terms are published on the solters speech analytics page. Check whether the features you need are included in your chosen plan.

More questions - write to us.

Get started on your own

See what happens in customer conversations

Open the platform and start with call analysis: transcript, criteria and next step in one analysis.

Text of the conversation and analysis according to selected criteria Takeaway for the sales manager and action for the sales rep

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