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Old 03-05-2010, 11:07 PM
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Group call quality evaluations- a good thing?

In your opinion is the Group call monitoring practice still useful.
This is question is regarding our national inbound/outbound B2B and internal customer service call center. We have three service centers the one I write about is for Procurement. Our Buyers speak with vendors and internal customers ( institutions we own ). Every call is recorded but the VP ( insurance sales background ) wants us to divide our teams up and have group quality monitoring.
There will be 4 buyers and 5 managers in each meeting.
Buyer recorded calls will be pulled and played back for all.
The objective is to "equalize" or "calibrate " approach department wide.
Current tools in play are : The Phone Dr training.
There is minimal department process documentation /SOP at this point in time but the goal is to achieve more.
The teams do not want this approach and think its a violation of privacy and that the ongoing call monitoring is enough.

Admittedly the department is a bit disorganized as standardization and streamlining are almost uncharted in this industry.
The department is in the process of being flattened a bit. The hope is to replace qualified Buyers with CSRs at a lower pay rate, granted this is after the national standardization and streamlining occur.

Can this group monitoring be a valuable tool or is it overkill?

Do you have any suggestions to ensure its success?

Thank you
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