Table of Contents
1.
Introduction to Quality Monitoring
What is
quality monitoring
Benefit of
quality monitoring
Methods of
quality monitoring
2.
Perception and Legality
Battling
'Big Brother'
Quality
monitoring at its best
Quality
monitoring at its worst
Combating
negative perception
Legal
considerations
Consent
vs. Notice
Protecting
your organization
3.
Quality Monitoring Lifecycle
Quality
monitoring - from hiring to ongoing training
4.
Monitor Calls
Who
performs quality monitoring?
How
frequently is quality monitoring performed?
When
should you monitor?
Monitoring
based agent classification
5.
Agent Feedback
Who gives
feedback?
When will
feedback be given?
How is
feedback given?
6.
Training and Coaching
How is
training and coaching performed?
What
programs are offered?
Who
performs training and coaching?
When does
training and coaching occur?
7.
Survey criteria
Measuring
agents - what are criteria
Ensuring
equal criteria
Sample
criteria
8.
Scorecard content
Benchmarks
Basic
scorecard categories
Sample
scorecard
Scoring
systems
9.
Implementation
Checklist
Guidelines
Vendor
list
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