Objections

Overview

The Objections screen shows what customers push back on across all your calls in a period, not only the objections your team failed to handle. Open it from the Objections the team drops card on the dashboard’s Quality tab (All objections →). It opens with the same period and projects as the card. In Bitrix24 it opens inside the app.

Available to clients, admins and supervisors. A supervisor sees only the projects they are assigned to — with no project selected, that means all of their projects.

Every objection is sorted into one reason from a fixed list (price, not now, delivery and availability, needs approval, and so on), so a reason is counted together however customers phrase it. The counting unit is the call: a call with two price objections counts once.

Filters

Period — today, week, month or quarter, with arrows to step back.
Call category — for example, only purchase calls.
Projects — one or several.

Market view

What customers talk about. Reasons are listed by the number of calls they came up in, handled or not:

Calls and share — “10 calls · 25 %”: the share of calls with a recognized objection.
Change — the same share against the previous period of the same length, in percentage points. The share is compared rather than the number of calls, so a quieter week does not look like a drop in every reason; and only recognized objections count, so older calls whose objections could not be sorted into a reason do not look like a change in the market. A reason is marked new only when the previous period was counted in full and every objection in it was recognized.

The header shows how many calls in the period had objections at all: “Objections in 120 of 400 calls”.

Team view

The same reasons ordered by how the team handles them: the reason left unhandled in the most calls comes first. Each reason shows how many calls left it unhandled and the average handling score. An objection counts as handled at a score of 60 or more.

Inside a reason

Click a reason to open it:

In customers’ words — up to five of the most frequent wordings.
Customer quotes — up to eight quotes, each from a different call, marked handled or not handled. Click a quote to open the call: the transcript scrolls to that quote and highlights it.
Best answers — up to three calls where the team handled this reason best. Each shows the customer’s words and the manager’s replies that followed, taken from the transcript. If the quote cannot be found in the transcript, only the quote is shown — open the call to hear the answer.
Deal stage at the time of the call and the deal after the call (moved forward, held or rolled back in the 7 days after it) — shown only when Aelo has this data from your CRM for the calls of the reason; otherwise these sections are hidden. When the phase was guessed from the stage name in your CRM, the stage says so (“3 guessed”). Calls at a CRM stage that has no phase — neither in Bitrix24 nor from its name — are counted under “Stage without a phase”, apart from calls with no deal stage at all.
Operators (team view) — who leaves this reason unhandled most often. An operator is named only after at least 3 calls with the reason.

When numbers are partial

Not recognized — objections from calls analyzed before the list of reasons existed are sorted through past wordings; the share that could not be sorted is shown at the bottom and stays out of the list.
No reason fits — the share of objections that fit none of the reasons.
Most recent calls only — a very large period is counted over the most recent 10,000 calls with objections. Narrow the period for exact numbers.

The same screen is the Sales tab of Voice of Customer (Pro and higher plans), next to what customers say about competitors, the product and the market.

In the daily email

The daily email digest of clients and supervisors lists up to five reasons the team left unhandled the day before, each as “3 of 7”: calls where the reason was left unhandled, out of the calls where it came up. “The day before” is the organization’s calendar day, in its time zone; a supervisor’s email counts only their projects. The email carries reasons and numbers only, never customers’ words: its link opens this screen on that same organization day, counted the same way, with the quotes. Opened on its own, this screen counts a day in your own time zone, so for the same date it may count a different set of calls. Like this screen, the email also gives the share of objections that could not be recognized; when some could not, the block is there even if no recognized reason was left unhandled. The block is absent when nothing was left unhandled or when the count could not be made.