Quality Assurance supervisor callbacks

[cjw17]

Looking for input from other call centers: Do you monitor & evaluate escalated calls? Our Quality Assurance dept evaluates calls to our CSRs and team leaders. These evaluations are assigned a numerical rating, which is used in part to generate the employee's quarterly incentive payment and their annual evaluation (and merit increase). We feel that evaluation by an independent group provides a level of fairness and consistency that was lacking when all evaluations were performed by the floor supervisors. The floor supervisors, however, provide all coaching and feedback to the CSR.

Should supervisor callbacks be included in this independent evaluation? Our teamleaders primarily take regular incoming call volume, but also handle escalations. If so, these calls need to be rated under different criteria and a separate monitoring form would need to be developed.

If not, how can we assure that all teamleaders are handling situations in a consistent manner? How do we measure the effectiveness of the coaching and feedback given the teamleaders?