Q: What do you consider an adequate sample size to evaluate quality and/or guest experience?

A: This question is always asked at various stages of an organization’s quality monitoring program. Most domestic organizations on average evaluate 4-6 calls per agent per month. International companies on average evaluate anywhere from 10-25 calls per agent per month. If you are trying to measure the customer experience, survey the customer to find out whether or not they had a great experience or not. When measuring areas such as process, compliance, soft skills, sales effectiveness, etc., you will need to evaluate enough calls to identify positive or negative trends. One call doesn’t make a trend.