Monitoring

[Kim_A]

How many calls should I really monitor for a 8 seat call center, a week?

[Saramencia]

What you should do is to establish a monitoring and coaching policy for your center, does not matter its size.

In my experience, the frecuency depended of the results of his prior evaluation. i.e.:

If the CSR had an under 70 points evaluation we monitored him three calls weekly and close the coaching cycle.

If the CSR improved to a 80 points plus, we spaced more the evaluation to 15 days.

As I told you, it will depends what's the desirable point you want to drive your CSR.

Hope this help!

[Kim_A]

Apparently there is a call center industry standard on how many calls I should be monitoring. When I was audited they suggested I do a % of calls the reps take?

This is what I want to know. Is there an industry standard and how many call centers actually uses this standard?

[Kim_A]

Your reply helped a bit, however apparently there is a standard in the industry regarding monitoring.

I was just audited recently and was told that 3 per rep per week was not acceptable that I should approach this by %. Example 10% of 80 calls taken?

[anjula]

One should monitor 9 calls a day that makes 54 calls a week. Cycle of monitoring depends on their training results and, the trend analysis report.

HTH