Make sure each employee has a copy of the company's written policy concerning monitoring and recording. Become familiar with the laws in your state and the laws of the states with which your call centers interact. It is important that your call centers follow laws regarding call monitoring in each state. The Don'ts of Monitoring Never assume anything. Documentation of procedures will ensure a successful program.
Open communication is very important so agents always understand the monitoring process.
Don't miss commitments. Don't forget to adjust your quality guidelines as you go along. Don't set your goals and objectives too high. This will be demotivating for your agents and will circumvent the overall success of the performance program. Don't be afraid to vary monitoring schedules by past agent performance.