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Topic and Reactions on the Recording Page

Aye
Updated

Objective

This article aims to provide Outreach Users with information about Topics and Buyer Reactions and how they can be best utilized to improve performance. Topics and Buyer Reactions on the call recording page provide Outreach users an at-a-glance understanding of what was discussed in the meeting, how well those points of discussion were received, and a way to play back these moments of interest without listening to the entire call. 

Applies To

  • Outreach User

Notes 

  • Outreach Kaia uses a custom-built machine-learning model to determine the Topics and Reactions. The prediction accuracy of the topic and reaction model is continually improving. At the feature launch, the model accuracy was equivalent to human performance.

Overview

Outreach automatically identifies the topics discussed in a meeting and how the buyer reacts to the information presented by the Rep. A user can quickly understand what the call was about, and drill into specific moments of the call where a particular topic was discussed or a buyer objection was raised.

Key functions of the feature

  • Key moments depict:
    • Negative buyer reactions raised during the call. It shows who raised a negative reaction, the topic it was about, and when it occurred. Clicking on the key moment plays it back as it was presented during the call. 
    • The most frequently discussed topics and the overall talk time spent on each.  Clicking on a topic takes you to the first instance of that particular topic discussion.
  • Topics timeline and filter show when a topic was discussed during the call. Clicking the filter allows users to playback only the call portion for the selected topics.

Procedure

  1. Access the Outreach Platform. 
  2. Click on Kaia and navigate to one of the call recordings.
  3. On the Transcript sidebar > Highlights, Click on any of the Key speaker moments.Screenshot_2023-03-30_at_8.37.26_AM.png

The Topic filters allow users to playback only the portions of a call where a certain topic is discussed. To access the Topic filters click on the Topics tab below the call timeline. 

Screenshot_2023-03-30_at_8.38.06_AM.png

For focused playback of only a specific topic, select the headphone icon on the right of the topic.

Screenshot_2023-03-30_at_8.38.32_AM.png

Topic Category Glossary 

General
Budget and Pricing Items related to the financial capabilities of the Prospect or the pricing of the Product/Service being sold.
Competitor Discussions of an opposing Company, Product, Service, or Feature
Demo/Trial Items related to a Demo or Trial offered to Prospects.
Discovery Conversation related to requirements or criteria needed to move the deal forward, such as intended uses or objectives for the Product/Service.
Event and Marketing Engaging the Prospect with an invitation to an event or other marketing initiative such as a Testimonial, Survey, Beta test, or similar.
Legal Discussions about contracts, governance, and legal.
Logistics Items about status updates, onboarding, or selecting a specific date and time.
Next Steps Actions to be taken next, including follow-up actions and setting up another meeting.
Organization Includes mentions of any organization including the buyer, 3rd parties, vendors, and consultants. Competitive organizations are not captured here, they are under the Competitor topic.
Product Discussions about the product or service offered.
Purchase Discussions about purchase, renewal, expansion, and making payments.
Sales Pitch General sales activities that advance the deal forward.
Stakeholders People involved in decision-making or work items related to the sale.
Support Items involving requests for assistance. Including how-to information or issues encountered using the product or service.
Other Items that are not categorized into an existing topic.
Buyer Reactions Negative - Prospect expresses negative sentiment, this can include:  
  1. Prospect has expressed a complaint, confusion, or lack of information they need 
  2. Prospect introduces a problem that needs to be overcome, otherwise, the goal for the meeting or closing of the sale will be negatively impacted.
  3. Reaction expressed by a prospect that contains strong indicators that unless this issue is resolved the prospect may walk away.
Sales Methodology*
Metrics Questions related to quantifiable measures of value that your solution can provide.
Economic Buyer Questions related to uncovering the person with the overall authority in the buying decision.
Decision Criteria Questions related to what criteria will be used to make a decision.
Decision Process Questions related to the series of steps that form the process that the buyer will follow to make a decision.
Paper Process Questions related to the series of steps that follow the Decision Process in going from Decision to signature.
Implicate the Pain Questions related to identifying, indicating, and implicating the pain the solution solves for the customer. 
Competition Questions related to identifying any person, vendor, or initiative competing for the same funds or resources.

 

*Sales Methodology topics model in training and not available in the topic talk tracks on recording pages.

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