|
Monitors
I think this topic has been commented about elsewhere on this board, but as far as a number of calls to monitor--I've looked and high and low--and there is no industry standard. Each center seems to have their own criteria. There are many factors that influence this, # of agents, # of people doing the monitoring, volume of calls, etc.
My center is small (30 agents) and we operate 24/7/365, all agents have at least 3 calls monitored per month. We do not have a dedicated QA staff, so the monitors are done by managers, supervisors and the trainers. Additionally, we randomly record calls and play them back to agents (5 calls per agent) within 5 days of the call recording....<-- this is the most effective w/ time management since all calls are available and you're not waiting around on an extension for a call to come in to monitor (our center is busy, but hardly ever do we have calls in queue). These calls are "scored" by both the moderator and the agent. Feedback to the agents is paramount, regardless of the outcome of the call (good/average/bad/etc) and should be done within 24 hours of the monitor....but again, there are no industry norms or standards. Our live monitors are not scored....and as far as a score sheet, everyone is different as well, you'll probaby have to create one on your own and tweak it as necessary. You'll have to see what works within your center-- & be sure to get feedback directly from the agents too. Good Luck
|
05-21-2004, 02:55 PM
Linear Mode
