This was borrowed from a LinkedIn post.
Yesterday I had a call with a VP of Enablement. And what she shared, blew my mind.
“We fed Ai our top rep’s calls,” she said.
“What we discovered changed everything.”
I had to know more.
Her company: 400+ rep SaaS org
The problem: Only 3 reps consistently hit 150%+ of quota
The question: What makes them different?
So they ran an experiment.
Fed 6 months of call recordings into Ai.
Top 3 performers vs everyone else.
“Find the patterns,” they told it.
45 minutes later, her entire enablement strategy was in the trash.
Here’s what they discovered:
Discovery #1: Top reps talk 28% LESS
Average rep: 64% talk time
Top performers: 36% talk time
But when they do speak? Surgical precision.
Discovery #2: They “lose” more deals
Top reps disqualify 41% of opportunities in discovery.
Average reps disqualify 12%.
Her reaction: “We’ve been teaching reps to save every deal. Our best reps are doing the opposite.”
Close rates tell the story:
Top reps: 68%
Everyone else: 24%
Discovery #3: The 17-minute rule
No top performer mentions product features before minute 17.
Not once in 6 months of calls.
Instead, they talk about:
– The prospect’s competition (38% of discovery)
– Industry disruptions (29%)
– Personal career goals (21%)
– Team dynamics (12%)
“We train feature-benefit from day one,” she told me.
“Our best reps ignore it completely.”
Discovery #4: They use one phrase repeatedly: “The best companies in your space are…”
Appears 4.2 times per call for top reps.
0.3 times for everyone else.
Always followed by strategic silence.
Prospect fills the gap every time.
Discovery #5: Their follow-up is backwards
Average rep: “Here’s what we discussed”
Top rep: “Here’s what your competitor just announced”
Top reps lead with market intelligence.
Never with meeting recaps.
She showed me what happened next:
They rebuilt everything.
Scrapped their 40-slide onboarding deck.
Threw out their talk tracks.
Redesigned training from scratch.
New approach:
Week 1: Master strategic silence
Week 2: Practice disqualification
Week 3: Industry intelligence training
Week 4: Competitive positioning
No product training until week 5.
But here’s what really got me—
“The hardest part wasn’t changing the training,” she said.
“It was convincing leadership that everything we believed was wrong.”
Her parting words:
“If you’re not using AI to audit your top performers, you’re training your team to be average.”
She’s right.
CSOs, here’s your assignment:
Pick your top rep.
Feed their calls to AI.
Prepare to be shocked.
Best way to feed AI conversations is via the vCon. The vCon is the standard that the IETF is discussing for virtual conversation file format. Voice, text, email, social media, video conversations all sit in different silos. Most call centers have a problem with these multi-channel conversations. Recently, there is a solution for that that BPOs are excited to deploy because they understand that if they can collect the whole customer or prospect conversation across every channel and feed it into a Conversational CRM and into AI, they can improve the KPIs of their call center. They can train their people better. They can coach them up. AI can assist to make their people more productive. Case studies are coming, but I’d be happy to discuss how we can feed all your calls into AI to get the proper insights for management and your team! RAD-INFO INC 813-963-5884