- Jul 6, 2010
- 91
- 55
- Awards
- 3
- First Name
- Baron
Why do you need to listen to every call? Spot check them randomly and see what is being said to your customers and more importantly HOW it is being said. Outside services grade on the letter of the law, not the spirit. So, for example, a place like Call Rater will score you perfect if you hit all the word tracks but won't point out a nasty or bored tone that completely turns off a customer.
As a manager I don't have to waste listening to 50+ calls per day. But I always touch 10 or so (takes me about 20 minutes to skip through them) so that I know what is being said when I'm not around and how the attitude behind the call is affecting everything.
What I have done is to start scoring them myself based on certain criteria and giving $10, $20, or $50 bonuses for the more outstanding ones. I also make the reps score themselves 5 times a week.
You don't need to have someone listen to every single call. As managers, we just need to do our jobs.
As a manager I don't have to waste listening to 50+ calls per day. But I always touch 10 or so (takes me about 20 minutes to skip through them) so that I know what is being said when I'm not around and how the attitude behind the call is affecting everything.
What I have done is to start scoring them myself based on certain criteria and giving $10, $20, or $50 bonuses for the more outstanding ones. I also make the reps score themselves 5 times a week.
You don't need to have someone listen to every single call. As managers, we just need to do our jobs.