Dec 10, 2007
More on Sundance Vacations’ New MPLS Technology…
Rick Baron submitted a question regarding the new MPLS technology that will be launched shortly. He questioned if we will be monitoring sales manager phones. All employees should understand that every phone on the system has the potential to be monitored. The purpose of monitoring calls is solely to improve customer relations and quality of message. Therefore it is most important that we spend a great deal of time listening to employees that have interaction with clients via telephone. Sales managers generally interact with customers in person so there would not be many useful opportunities for monitoring via telephone. However, employees who are concerned about their privacy should use their cell phones for non company business.
Tina Dowd
I have a question concerning the MPLS technology. If it will be easy to connect to all offices, will sales managers be able to listen in on some Customer Service calls? It might be beneficial for sales managers to hear what clients are saying after they attend the sales presentation. If they can monitor some NCS calls they may benefit from client feedback. Knowing what clients liked and didn’t like about the presentation can only add to the already well designed sales pitch.
Great idea!any additional collaboration can really help both sides. I wonder how cs feels about being monitored by sales?
In reality the sales process begins with the invitation by marketing, continues with the actual sale in the office, and is finalized with the comfort call from new clientservices. The ability for sales managers to monitor calls like this can only improve the sales process.It can also identify areas of improvement if for example the same rep. is giving incorrect information. Any help with performance monitoring is most welcomed