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09-22-2003, 03:06 PM
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Quality monitoring per agent per week
Looking for information concerning what number people are using as a baseline for # of time an agent should be monitored per week/month.
Our current program has the qualtiy team monitoring an average of 25-30 calls per day and it averages out to 9 times per week per agent. The quality team is not involved in the coaching process, but is directly involved in bi monthly team meetings to follow-up with the agents on problems they are hearing. Any thoughts would be appreciated. 
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