This debate ended up being very good - great points raised on both sides.
My personal thoughts:
My personal thoughts:
- Third world employees listening to your calls is not the best solution - if you want generalized reports of the types of calls, etc then sure - if you want quality control and audits, then no.
- Managers should take time, from time to time, to review some of their calls - just to have their finger on the pulse of the dealership
- Doing live calls in front of your manager applies more stress to the situation and, in my opinion, can have a negative impact on call quality due to the nature of the situation