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.
Monitoring is a sampling technique.
Based on our observations of the calls monitored, we make inferences to the population of all calls handled. However, in order to make these inferences at the individual CSR level, calls must be monitored representatively across all hours of the day, on different days of the week, and on different weeks in the month. CSRs may perform very differently at the start of their shift, at peak periods, and just before they end their day. Furthermore, the rate of monitoring should reflect the flow, or volume, of calls handled by the center. Any information that is used to rate calls, other than the behaviors actually displayed by the CSR on that call, is considered to be bias and threatens the objectivity of the assessment.