Know how every call went, without asking anyone.
An hour after learning something, less than half of it is left. A day later, a third (chart 1). That is the classic memory study, and it was only syllables. A call has a name, a date, a price and a promise in it. Ask your team at six how it went and you get what they remember. Not what was said.
Keep the calls and the question changes. Some answers are arithmetic, straight off the phone’s own log: how many calls, first to last, and the quiet hours between. The rest, the words themselves, are on the tape (table 2). Nobody has to remember. The answer is on the record.
“Nobody replays a day of calls. So the questions the tape could answer never get asked.”
| Counted, off the phone’s log | Heard, on the tape |
|---|---|
| Did they make all the calls? | Did she explain the package right? |
| Was the new lead called in five minutes, or at 6 pm? | Did he promise something we do not sell? |
| Was the missed call returned, ever? | Was that customer handled rudely? |
A call is a record. Nobody should be asked what the record already holds. Calls can be recorded: it is the company’s phone and SIM, and the team knows. In eleven states the caller hears “this call may be recorded” too (chart 3). Recorder keeps every work call. It is $5 a person a month. Ronic can read every one, so nobody replays them. By morning you know how the calls went.