Are You Listening to Calls for Quality and Training Purposes?

If your organization records calls for training and quality purposes, do you or other leaders ever listen?

I’m not convinced anyone who is responsible for results ever does.

If they did, they wouldn’t accept the “service” they expect their customers to put up with.

I suspect that most leaders rely heavily on the metrics (post-call survey results, call duration, etc.) and make ASSUMPTIONS that things are OK.

Employees who lack skill, training or good attitudes know when a call is going poorly and they just disconnect. There are no bad survey results collected. They keep their “time on a call” average down.

And, the manager who hasn’t listened to any of the calls for “training or quality purposes” thinks everything is fine. It isn’t.

If you are a leader:

1. Hire the best people you can.
2. Invest in training them.
3. Listen to the calls for quality and training purposes.

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