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The evaluation form needs to reflect the unified goals of the enterprise and the contact center. Therefore, you must know and understand your organization’s business, and the goals of the organization. Quality monitoring forms (usually called “scorecards”) are organized by categories, depending on type of the organization. Service-centric firms will have more rating questions relating to customer care than revenue generation, or data-gathering. The number of attributes is typically 10-15. Points are awarded based on a rating scale.
Some elements you might want to include on the evaluation form are:

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Step 6: Create Quality Monitoring Process Map
Create the process map for your quality monitoring program. The documents describes roles and responsibilities of people, and what tools and techniques will be used.

Step 2 : Get the Agents’ Support
When installing call recording system for the first time, you should anticipate resistance from agents. You should prepare your agents by stressing the benefits to them.

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Recording calls is an important step in the quality monitoring process. The supervisor should be  able to replay a call. It is important for the agent to listen to their own calls subsequently for self-assessment. 

Technology
The application should be capable of migrating to Voice over the Internet protocol (VoIP). The biggest advantage for VoIP-enabled recorders is the ability to extend recording to remote agents.

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