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Monitoring and Eval. Call Center Reps.

  • This topic has 0 replies, 1 voice, and was last updated 18 years ago by Nadia Johnson.
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    Nadia Johnson
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    does anyone know how often a manager should monitor their call center representatives in order to properly evaluate them? At my company we currently listen to our 65 reps for about a total of 80 hrs every quarter. This is not enough, any ideas of a statistical sample size?

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