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Category: quality monitoring
Ease Resistance To Change In Your Pharma Call Quality Improvement Program

For any of you who remember the Borg species of antagonizing aliens from the television series Star Trek, you probably recall their mantra “Resistance is Futile.”  While I don’t consider myself a…

Using Call Quality Monitoring to Improve Employee Engagement

Quality monitoring is not usually thought of as a tool for encouraging employee engagement. In fact, in a survey conducted by Benchmark Portal, a global call center benchmarking organization at…

How Many Call Monitoring Evaluations Should We Do Each Month?

The question we get asked the most about call quality monitoring is, “How many monitors should we do each month?”  We answer by giving the pros and cons of two options, and our clients make the…

Understanding Your Pharma Call Center Quality Monitoring Performance Curve

Remember that professor you had in school who graded on “the curve”? In my experience, students love those professors because it gives the opportunity for their fellow classmates to set the bar…

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