We know that every call center conducts quality monitoring, using different positions to conduct the monitoring, and a variety of rating scales to evaluate the interviewer's performance. We also recognize that accurate evaluation of job performance, feedback, and ongoing coaching are key factors of interviewer motivation and job satisfaction. With these facts in mind, it is important to assure consistency in evaluating and rating the interviewer's performance during each monitoring session. This presentation will discuss how Kantar Operations addressed this challenge within their organization.

PDF of Robert Lowery's presentation at the RC Workshop.