Call monitoring best practices: Is there any industry standard?

Call monitoring best practices: Is there any industry standard?

Is there an industry standard for the ratio of calls that should be monitored per call center agent?

    Requires Free Membership to View

    Login

    When you register, you'll begin receiving targeted emails from my team of award-winning editorial writers on the latest customer relationship management (CRM)and call center technology issues today. Our goal is to keep you informed on the hottest issues facing this fast-changing industry.

    Hannah Smalltree, Editorial Director

    By submitting your registration information to SearchCRM.com you agree to receive email communications from TechTarget and TechTarget partners. We encourage you to read our Privacy Policy which contains important disclosures about how we collect and use your registration and other information. If you reside outside of the United States, by submitting this registration information you consent to having your personal data transferred to and processed in the United States. Your use of SearchCRM.com is governed by our Terms of Use. You may contact us at webmaster@TechTarget.com.

There are no industry standards for call monitoring. As a call monitoring best practice, most call centers monitor five-10 calls per agent per month for quality scoring and review. However, you have to assess whether you can afford the time to monitor that many calls and do something with the outcomes.

This was first published in January 2008