The Objections tab lets you review and analyse objections detected within interactions, and track which agents handle them most and least effectively.
What is objection handling?
Objection handling is the process of addressing and overcoming a potential customer's concerns or hesitations about a product/service.
Time Period and Filters bar
At the top of the page, you can adjust the date range and the comparison window for the data being displayed. In the Filters panel, you can apply additional filters to narrow down the data and focus on specific call details. Once you've applied your filters, you can save them as a custom view within Spokn. For more details, please refer to this guide.
Objections Chart
This chart displays the frequency of different customer objections identified within your selected filter view.
Objections are grouped into four main categories:
Need- The caller isn't convinced the product or service is necessary.
Example: "I don't think we need this right now"
Time - The caller feels it's not the right time to move forward.
Example: "Maybe in a few months."
Trust - The caller is uncertain about the product or service's reliability or effectiveness.
Example: "How do I know this will work for us?"
Cost - The caller perceives the price as too high or outside their budget.
Example: It's not within my budget
You can also view the data by Objection Reason, allowing for deeper analysis of the specific types of objections raised.
Objections Table
Located beneath the data chart, the Objections table provides a detailed breakdown of the information displayed in the bar chart. It also includes comparison indicators showing increases/decreases in key metrics compared to your selected comparison date range.
Objection - The specific objection identified within the calls.
Category - The category the objection falls under.
Occurrences - The total number of times the objection was detected across all calls.
Unique Occurrences - The number of individual calls in which the objection was detected. For example, there may be 10 total occurrences of an objection, but only 2 unique occurrences if it appeared 4 times in Call 1 and 6 times in Call 2.
Conversion - The percentage of calls with an identified objection that resulted in a successful outcome.
Successes - The number of calls that were dispositioned with a success result code.
Successes/h - The average number of successful calls per hour.
Effectiveness - A measure of how well the agent handled the objections raised during the call.
Hovering over a segment of the chart reveals more detailed trend analysis and provides the option to View Interactions, allowing you to review the specific calls associated with the particular Objection Category or Objection Reason.
For more information, please refer to this guide.
Objection Summary
Selecting on to an objection reason within the table opens a detailed view for that specific reason. The chart displays the number of successful versus unsuccessful outcomes.
In the Handling tab, you'll see a leaderboard breakdown of the most and least effective users, helping you to identify who is most proficient at resolving specific objections and who may benefit from additional coaching or support.