Enstaserv Compliance/ Checklist

   1. Introduction to Quality Monitoring

		What is quality monitoring?
		Benefit of quality monitoring
		Methods of quality monitoring

   2. Quality Monitoring Lifecycle

Quality monitoring - from hiring to ongoing training

   3. Monitor Calls, E-mails and Chat Sessions

		Who performs quality monitoring?
		How frequently is quality monitoring performed?
		When should you monitor?
		Monitoring based agent classification

   4. Agent Feedback

		Who gives feedback?
		When will feedback be given?
		How is feedback given?

   5. Training and Coaching

		How is training and coaching performed?
		What programs are offered?
		Who performs training and coaching?
		When does training and coaching occur?

   6. Survey criteria

		Measuring agents - what are criteria?
		Ensuring equal criteria
		Sample criteria
		When does training and coaching occur?

   7. Scorecard content

		Benchmarks
		Basic scorecard categories and Sample Scorecard

   8. Implementation

		Checklist
		Guidelines