Here’s what I thought could be a great training tool for some of us desk-jockeys on floortime or for those roleplay training meetings where we hone our delivery skills on listing presentations and buyer consultations.

Did ya ever wonder about that preamble you hear when you call into many customer service lines that says something like, “… for training purposes, this phone conversation may be recorded…”? I always wanted to validate that it didn’t just go into some dark hole somewhere; and that there actually was some traiing value to those recordings. 

So it was with some interest I came across Recordant’s press release about their product being used by residential sales agents in Atlanta wearing personal recording devices to capture audio interactions with potential buyers.  

And before you get the idea that some over paid manager is sitting in a basement somewhere listening to audio recordings all day and narcing on the sales staff, it’s comforting to know that there’s actually some technology behind all of this.

For training purposes, the recordings are uploaded to a web-based engine.  Software then scans and analyzes the recorded interaction for specific words and phrases.  A reviewer can make notations about areas to revisit with the sales associate.  Or, for firms where agents are a little touchy about that kind of tihng, the system can allow access by the agent for self-assessment and self-improvement purposes.  The analysis can further be used to determine which sales techniques are most effective and target areas for the development of refresher training programs and the identification of best practices that can be shared with others in the company.