Is there a rule of thumb for how much time it takes to review and score a
monitored call? For example, if a call is recorded and it lasts three minutes, is the average time
to review and score the call take twice as long as the call (six minutes)?
Requires Free Membership to View
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
There is no set time or standard for the length of time necessary to review and score a call,
and it can vary greatly depending on your system and processes. For example, someone using a top
tier quality
monitoring product with a good user interface can review and score a call much faster than
someone with a tape recorder (the tool for many) and an Excel spreadsheet.
A good general practice to optimize time is to design the review form and review process to follow the call flow. This enables the reviewer to "keep pace" with the call as much as possible and speeds up the review process.
This was first published in September 2009