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Call monitoring best practices: Is there any industry standard?

Lori Bocklund EXPERT RESPONSE FROM: Lori Bocklund

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QUESTION POSED ON: 04 January 2008
Is there an industry standard for the ratio of calls that should be monitored per call center agent?

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EXPERT RESPONSE
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.


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