When you’re managing business-to-business telemarketing representatives, you can record their conversations and use them as learning opportunities. If one agent is particularly productive, you can listen to recordings of her phone calls to determine what sets her apart from the others. Also, if another is having difficulty meeting their goals, you can re-live their conversations and learn where they go off track.
Before doing anything, however, become aware oflocal and federal laws related to recording calls and ensure that you abide by them.
When you’re listening to recordings to find out why some representatives are successful and others struggle, pay attention to these areas.