As part of your role, are you required to listen into customer service/call centre staff's calls and monitor them for training issues? If so, could you mail me a copy of the form that you use please i.e. what things you 'rate' the call on e.g greeting, control of call etc. The rating system that you use - how often do you monitor?
My mail address is lisabirch@securetrustbank.com

Thanks

Lisa
Lisa Birch