[cab6e3]

We are contemplating work from home positions soon from our callcenter. I would like some guidelines as to how ,those of you who manage QA w the at home nurse performing telephonic triage, actually monitor them. I will appreciate any and all responses. Thanks, cab6e3

[dria]

While I am involved in neither QA or management, I do work the phones and our calls are subject to monitoring or recording. This is currently done via software and a voice activated tape recorder. Our supervisors then listen at their convenience, and evaluate the calls according to a an established evaluation tool. They then review both the calls and the evaluation with us. I would hope your employer has both of these tools in place before they send any staff home, as the work at home environment differs from the office, both in good ways and in bad. Hopefully, someone with more experience can fill in the blanks, but this will get you started.