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Seb Anthony

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Call Monitoring – Best Practice


I have been asked to develop some call monitoring practice within our small organisation which will focus on our quality standards. I have used several call monitoring sheets previously, however nothing seems to address everything that I am looking for. If you have something that works really well for you, how do you fancy sharing it and helping a girl out? I would also like to know how to avoid people being subjective when assessing.

2 Responses

  1. It may also help
    It may also help for you to know that a lot of the calls are received by Counsellors offering advice, support and counselling, the content of the conversations are not scripted at all.

  2. Hi Emily
    I could share some of my experience in working with business areas to create call coaching documentation and incorporating easy to use models. I have worked with Debt management advisors, Underwriters, Litigation officers and Banking advisors.

    Give me a call on 07967 044479

    Kindest regards



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