[cjw17]

I manage the Quality Assurance function in my call center. Over the years our typical call composition has changed dramatically, and approximately 75% of the calls we get are very simple.
Our monitoring form is similar to many I've seen, & it ends up with an overall score...Exceptional, Outstanding, Meeting Standard, & Below Standard. This worked well when calls were complicated, but right now most of our calls are so simple, the CSR has to make a blunder to fall out of the Exceptional range. I don't think these calls are truly "exceptional"...it's just that we can't take any points off.
We thought about evaluating based on difficulty of call, with simple calls not qualifying for an evaluation higher than "meets standard". If we continue to monitor calls at random, only a handful of our reps will have an opportunity each month to get a call where they have the potential to score as exceptional. This wouldn't be acceptable,since their compensation is partly based on their monitoring scores over time.
I don't have enought manpower to search for calls that would ensure a fair distribution of simple & complex calls per CSR.
Has anyone out there had this issue? Any suggestions?