I am in the process of setting up a Quality Monitoring Process for a large public service (crown agency in Canada) organization, and am looking at the avg. number of calls monitored per agent (as reported in another forum question about Quality Monitoring Staff levels). It seems to be at about 3-4 a month per agent.
At what point (i.e. after how many scored calls) does your management/HR feel it would have enough of a case to begin progressive discipline? This is assuming all appropriate training/coaching remedies have been exhausted.
Thanks in advance for your feedback!