Successful Quality Monitoring Programs Must Haves
Listening is nice, however your agents will figure it out quickly if they know that
you are merely listening and not doing anything with the information; They will
use the Hawthorne Effect to their advantage! As a remedy, the agents must be
provided with a strongly supported feedback mechanism that they can easily
understand. There are four factors that you must understand in making any
• The agents have limited time and bandwidth to absorb any feedback…they
are busy!
• They usually take all their direction from their direct supervisor…they know
who their boss is!
• They want to know what they did right and wrong…they truly want to
perform well!
• You must be consistent, fair, and accurate in your feedback…if it isn’t, the
supervisors and agents will discount the findings!
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