The Call Types section in AIRO Coach allows you to define the different categories of calls made by your teams: prospecting, demo, negotiation, support, etc. These classifications make it easier to automatically analyze conversations and assess performance according to the call’s context.
Prerequisites:
- Have administrator access in Empower.
- Have the AIRO Coach feature enabled.
- Identify the common call types in your sales process (e.g. discovery, follow-up, closing, support).
Accessing Call Type Management
- Open the Settings menu in Empower.
- Select the AIRO Coach tab.
- Click on Call Types in the left-hand panel.
You will see the list of already configured call types, sorted by language and category.
Creating a New Call Type
Click on Add a Call Type to open the creation window.
Fields to Complete
- Call Type Name: enter a clear and descriptive name, for example “Discovery Call” or “Negotiation Call”.
- Prompt: briefly describe the goal of the call type. Example: “How to conduct an effective discovery call to identify the client’s needs?”
Once the fields are filled in, click on Add a Call Type to save.
Managing Existing Call Types
- Activation/Deactivation: use the toggle to make a call type available or not in AIRO Coach templates.
- Deletion: click the trash icon to remove an outdated call type.
- Update: rename or adjust the prompts if your processes evolve.
Example of Use
Suppose you want to track your sales representatives’ performance based on key moments in the sales cycle. You can create several call types:
- Discovery Call: identify the prospect’s needs and challenges.
- Product Demo: present key features and address initial objections.
- Negotiation: discuss commercial terms before closing.
- Customer Support: assist clients after the service is implemented.
Thanks to this categorization, AIRO Coach adapts call analysis based on the context and helps you identify strengths and areas for improvement specific to each stage of the customer journey.
FAQ
1. How many call types can I create?
There is no limit. You can create as many call types as needed to reflect your different processes.
2. Can I edit a call type after it’s created?
Yes, simply open the corresponding record to adjust the name or associated prompt.
3. Do call types influence AIRO Coach models?
Yes, each AIRO Coach model can be linked to one or several call types to customize the analysis criteria.
4. Can I use multiple languages?
Yes, you can create call types in different languages (e.g. “EN – Discovery Call”, “FR – Appel de découverte”) according to your needs.