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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?

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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

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