How to Evaluate a Call Analytics Tool for Remote Onboarding Use Cases
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Bella Williams - 10 min read
Remote onboarding teams are essential for ensuring new hires are effectively integrated into an organization. But between managing diverse communication channels, analyzing vast amounts of call data, ensuring consistent training, and addressing individual performance issues, traditional manual processes just can't keep up. It's time-consuming, prone to human error, and often lacks the depth needed for actionable insights.
That's where call analytics tools come in. These platforms automatically analyze call data to surface issues like missed training opportunities, inconsistent onboarding experiences, agent performance gaps, or critical customer feedback, without needing extensive manual effort.
Here are five undeniable reasons why call analytics tools are transforming remote onboarding processes, along with the top tools that deliver the best results.
1. Total Visibility Into Call Interactions
In most remote onboarding scenarios, only a small percentage of calls get evaluated manually. That means critical situations like missed opportunities for feedback, inconsistent messaging, or agent performance issues go completely unnoticed.
Call analytics tools evaluate 100% of call interactions automatically. They extract key signals like:
- Customer sentiment analysis
- Agent performance metrics
- Common questions and concerns
- Compliance with onboarding protocols
Instead of relying on sporadic evaluations, decision-makers get a complete view of every interaction across every team. This not only improves training quality but helps teams track trends over time, from onboarding success rates to common areas of confusion.
2. Faster, More Accurate Evaluation Processes
When feedback is delayed, it loses its impact. Traditional evaluation processes often take weeks to surface issues, by then, new hires may have already formed incorrect habits or misunderstandings.
Call analytics tools change that.
Calls are processed and evaluated in real-time, with smart alerts that highlight:
- Underperforming agents
- Common customer complaints
- Missed training opportunities
- Compliance issues
Onboarding teams can flag and address issues immediately, helping improve new hire performance, reduce training time, and strengthen overall onboarding effectiveness.
3. Consistent Quality Across All Teams
Inconsistent onboarding processes are one of the biggest threats to a successful remote onboarding experience. Some new hires receive thorough training, while others may miss critical information. The result? Disparate experiences that can lead to confusion and frustration.
Call analytics platforms apply standardized evaluation criteria across every call. Whether you're reviewing interactions for:
- Sales teams
- Customer support teams
- Technical onboarding teams
- HR onboarding teams
…you can use custom evaluation tools to assess every team member uniformly. This ensures consistency, reduces risk, and raises the bar on what great onboarding looks like across your entire organization.
4. Surface Issues You'd Never Find Manually
One of the superpowers of AI-powered call analytics solutions is pattern detection. These tools can analyze thousands of hours of call data to identify subtle trends, such as:
- A specific team struggling with onboarding scripts
- A spike in customer complaints using phrases like "I don't understand"
- Agents having difficulty with new product features
- Performance metrics showing a drop in engagement during training calls
These insights are often missed by human evaluators. With call analytics, they're flagged immediately, giving you a clear, data-backed way to act quickly.
5. Onboarding Success Becomes a Measurable Metric
You can't improve what you can't measure. Call analytics tools transform vague goals like "improve onboarding experience" into trackable performance metrics, such as:
- Percentage of new hires meeting performance benchmarks
- Average time to complete onboarding
- Quality scores by agent
- Common recurring issues raised by new hires
This shifts the conversation from opinion to evidence, empowering organizations to treat onboarding with the same rigor as other critical business functions.
Top 5 Call Analytics Tools for Remote Onboarding Teams in 2025
To achieve these outcomes, you need the right platform, one designed to handle the unique needs of remote onboarding. Here are five of the top-rated tools making a difference in onboarding today:
1. Insight7
Insight7 is a powerful call analytics platform built with remote onboarding in mind. Instead of just analyzing calls, it evaluates them against customized benchmarks, giving teams structured insights at scale.
Why It Stands Out:
- Comprehensive integration with platforms like Zoom and Salesforce
- Automated scoring and coaching tips for agents
Pros:
- Real-time alerts for performance issues
- Customizable evaluation criteria for different teams
- Robust data privacy compliance
Cons:
- Initial setup may require some time investment
Best For:
Sales onboarding, customer support training, technical onboarding, and HR processes.
2. Gong
Gong is a leading conversation analytics tool that focuses on sales and customer interactions. It captures and analyzes calls to provide insights into agent performance and customer engagement.
Why It Stands Out:
- Advanced AI-driven insights
- Seamless integration with CRM systems
Pros:
- Detailed performance analytics
- Easy-to-use dashboard for tracking metrics
Cons:
- Primarily focused on sales, may not cover all onboarding needs
Best For:
Sales teams and customer support onboarding.
3. Chorus.ai
Chorus.ai combines call recording with AI analytics to help teams understand customer interactions better. It’s widely used for sales training but can be adapted for onboarding purposes.
Why It Stands Out:
- Powerful AI-driven insights
- Ability to analyze both calls and meetings
Pros:
- Comprehensive reporting features
- User-friendly interface
Cons:
- May require additional training for optimal use
Best For:
Sales onboarding, customer success training, and product training.
4. CallRail
CallRail is a versatile call tracking and analytics tool that provides insights into customer interactions. It’s particularly useful for marketing and sales teams.
Why It Stands Out:
- Detailed call tracking features
- Integration with various marketing tools
Pros:
- Easy to set up and use
- Provides valuable insights into customer behavior
Cons:
- Limited features for in-depth call analysis
Best For:
Marketing teams and sales onboarding.
5. Talkdesk
While not solely focused on onboarding, Talkdesk offers robust call analytics features that can enhance training and performance evaluation.
Why It Stands Out:
- Comprehensive call center capabilities
- Strong focus on customer experience
Pros:
- Customizable reporting features
- Integration with various CRM systems
Cons:
- May be more complex than necessary for smaller teams
Best For:
Customer support onboarding and training.
Conclusion
If your goal is to enhance remote onboarding at scale, not just improve basic processes, Insight7 is your best bet.
It's designed from the ground up to provide actionable insights from call data. Whether you're training sales teams, onboarding customer support agents, or integrating new HR processes, Insight7 helps you:
- Improve new hire performance with real-time feedback
- Measure onboarding success with clear metrics
- Ensure consistent training experiences across teams
Insight7 doesn't just tell you what’s happening; it tells you what actions to take next.
