Measuring "talk vs. listen" time
Wondering if anyone has tracked average CSM talk vs. listen time on customer calls. Basically the % of the call each one is talking.
Here's why I'm asking:
I was interested to see a Gong.io study of 1M sales (not CS!) calls that found:
- Top sales performers have a 46% to 54% talk-to-listen ratio, meaning they speak less than 50% of the time.
- Average sales performers talk for up to 68% of the time and low performers speak for 72% of the conversation.
All of which makes sense to me.
I then compared to my own customer discovery calls where I only talk about 20 - 30% of the time, which makes sense since my goal is to get them to open up about their 3 P's (problems, priorities and perceptions) not sell them something.
Which led me to back to the point of the post: Is anyone tracking talk vs. listen ratios for CS, especially on calls that are more discovery-oriented? Or do you have any other thoughts on this?
Thanks very much.
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