>>How
many agent calls should we monitor?
Is
their a scientific formula to tell call centers how many
calls should be monitored for each agent and how often
agents should be monitored?
Myra's
answer to How
many agent calls should we monitor?
If
I had a $100 bill for every time I'm asked this
question, I'd be wealthy! There is no "magic"
formula or short answer for this question. The
number of agent calls you monitor and the frequency of
monitoring will depend on many factors, including:
-
Your
call volume
-
How
similar (or dis-similar) one call is to the next
-
Skill
level and tenure of your agents
-
Your
specific service objectives
-
The
ratio of supervisors to agents
There
are certainly sample size calculators you could easily
get your hands on, but I wouldn't bother with them. A
sample size calculator will give you some un-godly
amount of calls you'll need to monitor...like 20-20
calls per month and for most call centers, this is not
possible.
Research
shows that most call centers that monitor agent calls
are monitoring 2-5 calls per agent per month. Perhaps
this can be good benchmark for you. You might want
to monitor new hires and lower performers a bit more
often.
A
few months ago I hosted a webinar entitled Call Monitoring
and the recording is now available. This program has
dozens of tips for more effective call monitoring, agent
coaching, and it discusses call monitoring technology. I
encourage you to take a look at this program, as it may
give you great insight for your current challenges.
View
my call monitoring training outline.
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