I bet youâ€™ve heard about the guy who decided heâ€™d give away a billion dollars to anybody who could come up with a perfect bracket. Lucky for him, none of the millions of bracket entries made it past the first round of the challenge (and if youâ€™re one of the participants, donâ€™t feel bad—you only had a one in 576 quadrillion chance of winning).
For almost every other business owner out there, losing money during March Madness isnâ€™t a game they want to play—NCAA-obsessed workers could cost employers $1.2 billion for every unproductive work hour.
50 million Americans are expected to participate in March Madness, and most likely, you employ at least one of them (hey, you may be a little obsessed yourself!). Itâ€™s fun, after all! But if youâ€™ve got employees doing more than sneaking glances at their phones and spending a little too long in the break room, chances are theyâ€™re not doing all of the work they can—or should—be doing. What should you do to keep tabs on your business productivity?
Youâ€™ve got two options:
A. Shut off your business operations to the dancing completely.
Block streaming websites, collect smartphones, enforce TV-free break rooms, and cause general overall office depression. Probably incite a walk-off. Definitely have someone switch the sugar bowl you use for your coffee to salt. This approach may backfire.
B. Enjoy the madness, but track your business productivity.
Look, youâ€™re smart. You know itâ€™s impossible to put blinders on your team, but you also know that youâ€™re responsible for how you manage distractions, especially when they affect your bottom line. One easy-to-implement solution? Call recording.
Why does this work? Monitoring your employees this way ensures that theyâ€™re not slacking in providing excellent customer experiences: they arenâ€™t letting phones ring, leaving customers hanging, or coming up short on serving the customer just because a game is scheduled to start soon.
Recording calls keeps everyone accountable, but it’s a means for recognizing and rewarding outstanding members of your team, too.
When you start recording your calls, youâ€™ll be able to turn your productivity questions into data youâ€™ll be able to use and re-use. Itâ€™s not just a good tool for March Madness aka business distraction season—there are exponential ways you can use data from recorded calls month-after-month (training and continuing education opportunities and onboarding for new employees come to mind immediately).
Call recording is about more than policing your employees. You donâ€™t have to hover over their desks to make sure work is being done well—the numbers will tell you all of that. Itâ€™s about maintaining an environment where your customers are served well and your operations are running smoothly. When those things are taken care of, a few minutes to watch a basketball game wonâ€™t be a big deal at all. Â In fact, taking that time to celebrate wins and bemoan busted brackets together will boost office morale. And who doesnâ€™t want that?