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: SOLUTIONS :
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At the conclusion
of each monitoring session, Associate Development staff, using the
evaluations created, work one-on-one with each associate to provide
feedback about monitored calls. Two types of monitoring techniques
are utilized:
 Quality and General:
The Quality monitoring process utilizes formal instruments of
measurement developed in conjunction with each client. The process
includes the following:
IBN creates customized monitoring forms to meet
each program's unique requirements and goals.
Each category on the monitoring form is scored and tallied.
IBN develops a standard and tracks each associate's performance
based upon the score and the value placed upon each category.
If improvement is needed, one-on-one sessions are conducted
with the associate to strengthen those areas that are lacking. These
sessions are then supported through "silent" sessions to ensure
compliance.
If additional coaching is required, "refresher"
training sessions are conducted.
The General monitoring process is less formal.
This process includes side-by-side monitoring conducted by Associate
Development staff. This allows for more relaxed, open exchanges
between each party. Immediate feedback is supplied at the conclusion
of each call to reinforce the positive aspects of the call and
identify those areas needing improvement.
In addition, call center management meets with
each associate once every two weeks to discuss his/her
performance.
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