Q: Approximately how much time per agent per month do you spend with providing agent feedback based on the recordings?

A: Depending on who is responsible for giving the feedback and coaching, I have seen call centers provide daily, weekly, monthly, and once per quarter. Weekly feedback is helpful to agents because it can provide them time to improve upon identified opportunities. It is important to have enough calls recorded to analyze for trends in the agent’s performance. Identifying and communicating positive feedback is crucial as well as identifying opportunities for improvement. The feedback to the agent must be a learning session not what the agent did wrong session.