The acquisition cost is already spent. Nothing that happens from here recovers it except a conversation that goes well.
Six minutes decides whether there is a second one. This is the call most worth hearing and the one least likely to be reviewed.
Spreads, withdrawal times, leverage, the last trade that went against them. The desk hears four or five of these, forever.
The CRM records which. It cannot record why, because the why was spoken aloud and never written down.
What to review
Every desk hears it, usually early. How fast can I take my money out. The answer an agent gives under pressure is the one that gets repeated in a review, quoted back by a client, or believed and then disappointed. Until the calls are recorded, a brokerage has no way of knowing which version of that answer its floor is giving, and no way of making the good version the standard.
Criteria you write, weighted the way your desk weights them. A critical failure can fail the call outright.
Clients ask whether a trade will go their way. What an agent says next is the sentence a brokerage least wants invented on the spot, and the one nobody currently hears.
A first-contact call and a reactivation call are good for different reasons. Write a scorecard for each, so the same agent is judged fairly on both desks.
Arabic and English desks sitting together. The interface follows the reader, so an Arabic-speaking reviewer scores in Arabic without a second system.
A new intake has a score from its first week. Watching it move is how you find out whether your onboarding works, while the intake is still new.
TodayThe CRM says "not interested" because that is the only box the agent could tick.
With the calls on recordThe call is there, with its score and the reviewer note explaining where it turned.
TodayWhoever the numbers look worst for, which usually means whoever took fewest calls.
With the calls on recordThe one whose review score is behind the desk, with the specific calls to work from.
TodaySomebody has a feeling about it. The feeling arrives at the end of probation.
With the calls on recordA score per week per agent, so the trend is visible while there is time to act on it.
TodayWhatever each agent learned from whoever trained them.
With the calls on recordOne answer, scored on every call, with the calls that got it wrong attached.
Recording and retention
A brokerage has to answer for where client conversations are kept and who can reach them. These answers do not change per customer.
Qualitify records and reviews calls. It does not decide whether you are allowed to record them. Asking the people you call for consent, telling your agents their calls are recorded, and meeting the rules your firm operates under remain your responsibility, and nothing on this page is legal advice.
Yes. The recorder is a desktop application that captures the call audio on the agent’s own machine while they use WhatsApp normally. WhatsApp itself is never automated or modified.
Fewer than most managers assume, and more than most desks currently do. It depends on how many calls each agent takes and how precise a score you need.
Yes. The interface is published in Arabic as well as English, right to left, so a reviewer reads and scores in the language they work in.
Nothing. An unreviewed call counts as a gap in review coverage, never as a zero against the agent, and an average always arrives with the number of reviews behind it.
That is the sensible way to start. Record one desk for a fortnight, review a sample, and decide from what you hear.