Method and system for automatically monitoring the performance quality of call center service representatives

A system for monitoring a plurality of service representatives in servicing customer calls, the system comprising:

• a processor for executing a plurality of computer implemented instructions comprising:
• instructions for determining a time interval within which to monitor conversations between the service representatives and the customers;
• and
• instructions for determining for each service representative to be monitored a duration of time to monitor the service representative in responding to customer calls;
• scheduler means for randomly determining for each service representative to be monitored a time period within the time interval to individually monitor the service representative during customer conversations for the representative's duration of time;
• and
• a recorder for recording each representative's customer conversations during the representative's time period in a memory in digital format.

A system for monitoring a plurality of service representatives in servicing customer calls, the system comprising:

• a supervisor workstation for executing supervisor instructions comprising:
• instructions for determining a time interval within which to monitor conversations between the service representatives and the customers;
• and
• instructions for determining for each service representative to be monitored a duration of time to monitor the service representative in responding to customer calls;
• a service monitoring control processor for executing service monitoring control instructions, the service monitoring control instructions comprising:
• instructions for randomly determining for each service representative to be monitored a time period within the time interval to individually monitor the service representative during customer conversations for the representative's duration of time;
• and
• a recorder for recording each representative's customer conversations during the representative's time period in a memory in digital format.