What number of calls should be monitored in emergency call centers?

Tags:
Call Center management
Call Center metrics
Call Centers
Just wanted to know, what is the standard number of calls to be monitored and evaluated in emergency call centres? I mean, say, you are taking 1.6 million calls per month. Thank you.

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All calls to an emergency call center should be recorded for litigation purposes.

For QA purposes with that level of call volume evaluating just 1% of the calls breaks down to 516 calls per day being monitored. That’s going to require several QA people to handle. A typical good ratio will probably be about 5-10% of the daily volume.

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  • Jaideep Khanduja
    With such a high volume of calls, depending on your staff meant dedicatedly for monitoring purposes, per person you should take 100 calls per day atleast.
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