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A call monitoring program for your collection agency will do three things: (1) It will help set clear standards for your collectors against which you can measure their performance; (2) It will create metrics against which you can measure and manage growth; (3) It will help satisfy client requirements.

This Operations Guide, developed from expertise shared in an insideOperations: Call Monitoring webinar, will help your agency learn:

  • What a call monitoring program does
  • What a call monitoring does not do
  • What should you be monitoring?
  • Creating clear and established standards/policies and procedures
  • Monitoring to clear and established standards
  • Consistent notification and reporting on violations
  • Review of metrics
  • Calibrating with QA and Operations
  • Separation of power between QA and Operations
  • Auditing and Reporting

This Operations Guide comes complete with a link to the full video recording of the webinar -- great for use for all-staff trainings and quarterly in-services -- as well as a Certificate of Completion. This is a great resource for tracking training, allowing regulators and clients to see your agency's commitment to continuing compliance and education!

Product: PDF Download, including link to webinar video and Certificate of Completion

Pages: 28 pp

Published: 7 September 2014

Table of Contents

  1. Call Monitoring: The Landscape
  2. What Should I be Monitoring?
  3. Establishing Standards, Policies, and Procedures
  4. How to Monitor to Clear, Established Standards
  5. Consistent Notification/Reporting of Violations to Employees and Management
  6. Reviewing Metrics
  7. Calibrating with QA and Operations
  8. Auditing and Reporting
  9. Appendix A: Example, Internal Call and Account Monitoring Procedure
  10. Appendix B: Example: Compliance Violation Notification Procedure


Renee Bogar, Vice President of Training, Quality Assurance, and Compliance at Integrity Solution Services, Inc. (“Integrity”) with responsibilities for initiatives, strategic planning and implementation of programs in the areas of first and third party Compliance and Quality Assurance. Renee also oversees and participates in instructional design, deployment of training and the management of our company’s Learning Management System- Blackboard.