Call monitoring, when performed effectively, is arguably the best quality metric for evaluating call center front line employees. Beyond that, monitoring can provide information to drive key management decisions, customer treatment initiatives, targeted training, and quality process improvements. Many businesses monitor customer's perceptions of quality and customer satisfaction as if those data were useful in and of themselves.
Customer data are only useful when they are used as a starting point for improvement.
This article outlines the critical factors for successfully implementing and maintaining a quality monitoring program. Sound measurement practice tells us that there are six components which must be in place in order to monitor effectively. Representativeness of the calls monitored. Discrimination between competencies. 1 Representativeness of the calls monitored.