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Careful Doug,I've been thru 2 different dealers launching call recording services. I warn management to NOT play the recordings in public (but they do it any way). When you do, the reps WILL NOT LEARN, they'll just laugh at the mistakes of others. Going forward, as calls come in, the majority of the reps will become wickedly self-conscious, worried if this call is going to be played to all and they'll totally lose track of their processes. I've had reps avoid taking calls to avoid the mockery (aka weak management). AVOID PUBLIC DISPLAYS AT ALL COSTS.Use the recorded calls for followup with reps, for one on one coaching tools and for strategic use (some reps should not take phone ups... period).
Careful Doug,
I've been thru 2 different dealers launching call recording services. I warn management to NOT play the recordings in public (but they do it any way). When you do, the reps WILL NOT LEARN, they'll just laugh at the mistakes of others. Going forward, as calls come in, the majority of the reps will become wickedly self-conscious, worried if this call is going to be played to all and they'll totally lose track of their processes. I've had reps avoid taking calls to avoid the mockery (aka weak management).
AVOID PUBLIC DISPLAYS AT ALL COSTS.
Use the recorded calls for followup with reps, for one on one coaching tools and for strategic use (some reps should not take phone ups... period).