Whoa. Wait a second. Secret organization? Your employees aren't planning to take over the world. And what's with the get up? Who do you think you are? James Bond or Miss Moneypenny? But then again, you are strangely uninformed when it comes to how your employees are handling calls to your business. There has to be a way to review calls and improve training without sneaking around in your best formal wear.
Here are some alternate ways you can keep tabs on your employees' phone skills (and maybe even rescue some lost leads) if you're not a secret agent.
Leave Phone Tapping to the Experts
When a secret agent is trying to find out how a global crime organization is planning to take over the moon, one of the least violent ways to see what they're up to is to tap the phones of several key members and listen to their conversations. It might surprise you how careless global crime organizations can be with their secret plans. These kinds of things get discussed on landline phones (at least in the movies).
Of course you're not really listening in on a global crime organization. You just want to be able to listen to some of your employees' phone conversations with customers so you can tailor your training to weak points or find missed sales opportunities. Leave the wiretaps in the briefcase, Mr. Bond, and use call tracking to record your business's calls so you can go back and review phone conversations at any time.
Don't Forget to Call for Backup
It might also surprise you how incredibly mundane the leaders of a global crime organization can be. Dr. Malicious is plotting to steal the royal jewels, but he also likes to call his mother a few times a day just to see how she's doing. Secret agents don't have time to listen to every call. That's why every secret agent has a team of people at headquarters who can listen for evil plots through all the noise.
Reviewing your employees' call recordings is a crucial step toward reacting to mishandled situations or improving your phone training program, but there's no way around the fact that some calls won't provide any insight. You don't have time to review everything. That's why you should use a call review team of professionals that can listen to your employees' call recordings and send you the calls that need attention.
Follow the Rules
In spy movies, most secret agents frequently skirt (or outright break) the law when performing their duties. James Bond famously had a "license to kill" that probably wouldn't hold up if he was captured by a foreign government and tossed in a tiny jail cell. In fact, Mr. Bond was captured by his adversaries quite a bit in the movies. We assume he kept forgetting his license in his other pants.
While James Bond might flout the law whenever it suits him, you should always make an effort to follow the laws with regard to recording calls to and from customers. Some states only require one party of the call to consent while others require both parties to consent. To protect your company from potential issues, record a message to play before a customer reaches a representative such as, "This call may be recorded for quality assurance purposes." This will put you in compliance with the rules regardless of your state's laws and shield you from potential fines.
How do you check up on your employees' calls without acting like a secret agent? Let us know in the comments.