Dyadic trust in the call quality monitoring process from the participant perspective: A case study

The purpose of this case study was to describe dyadic trust in call quality monitoring as perceived by participants in the process. The participant group consisted of 22 current and former call center employees. For this participant group the most agreed upon component of trust in call quality monitoring with respect to both the rater/employee relationship and the general quality monitoring process was how the process is carried out within the call center. The second most agreed upon component of trust was the importance of communication in the call quality process including the assurance of clear communication of goals and expectations for both the monitored employees and raters. The third most agreed upon component was the participant perception of the person carrying out the monitoring duties including the need to have the raters know and understand the job performed on a daily basis by the monitored employees, superior communication and analysis skills on the part of the raters and a need for the raters to be focused on assisting the monitored employee to achieve consistent improvement in the process beyond mere critique of performance. The findings may assist call center management in developing employee attitude related programs with respect to performance management which aids in maintaining consistent employee call quality performance and overall customer service levels. Call center leaders may also use the findings to develop custom quality monitoring performance management models and to develop similar themed studies to measure employee attitudes towards other aspects of the call center function.