Have you ever calculated how much time your front-line team spends talking to your customers, on the line or at the front desk? It is a good opportunity for them to talk about your product, your services, your promotions and anything you feel will create value to your caller or generate sales. For a big Signature client, we have calculated that there is an average of 1.5 minutes of "dead air" during pre-training calls, 90 seconds of misused "down time". It adds up! Click here for the full version of Signature's article by Francis Prézeau for our partner Hotelleriejobs: The Cost of Telephone Efficiency.