[pmcwilliams]

I am the QA Manager of our call center and we do monitoring also.
However, the Quality Assurance department does the monitoring for evaluations. The supervisors also do monitoring but they use the same evaluation forms as do the monitors. On the evaluation forms are questions that are answered as either yes or no. There are no gray areas. Either the CSR did or did not do as is required from the client. Of course being that we have both Inbound and Outbound calls the evaluations are different for each department but they still go by what the client wishes as far as scripting goes.
in no way can a bad call be overlooked.