Call Monitoring & other stuff

  1. Here's a question for you all. Are your calls monitored or recorded? If so, do you receive performance improvement suggestions based on your calls? Does this work?

    Ooooh, another question! Do you have any sort of quotas to meet for productivity based on the number of calls coming in?

    Just curious to find out what others are doing. Thanks for bearing with me!
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  2. 9 Comments

  3. by   StreetRN
    Hello,
    We do record all calls. It has been very beneficial for quality improvement as well as risk management. The staff actually come to me asking that I pull a recording to validate their concerns. The recording is a powerful tool for staff to self evaluate attitude and communications techniques. As we all know it's not what we say, but how we say it that impacts people.
  4. by   kids
    None of our call are monitored or recorded.
    I wish they were...I am basiclly being bullied at my job (a story for a different thread). The acusations are not that I have given bad advice or advice not in the protocol book but that I have shared personal information and anecdotes (which I have NOT). I would love to be able to prove that I haven't.
  5. by   eltrip
    I'm starting to wish our calls were recorded, too, at this point. I had a situation similar to yours, kids-r-fun, happen in our office just over a week ago. The very loud criticism (from a coworker) was over how I handled a call...which wasn't the same as how it had been handled by the same coworker the day before.

    It's quite true that it's not just what we say but HOW we say it that makes a huge difference in how our message is perceived & received.

    Thanks, StreetRN for your input. Your point is a very good one that could be very good to bring up when it is discussed again.
  6. by   Audreyfay
    I think being recorded would be intimidating, but I would get used to it. Our calls are logged and timed, but not recorded.
  7. by   Going80INA55
    Our calls are monitored on occasion. However, we rarely get feedback from the monitor. So what is the point?
    As far as recording, we periodically record our own calls to check on ourselves.

    As far as quotas we have none as of yet.
  8. by   kids
    Originally posted by kids-r-fun
    None of our call are monitored or recorded.
    I wish they were...I am basiclly being bullied at my job (a story for a different thread). The acusations are not that I have given bad advice or advice not in the protocol book but that I have shared personal information and anecdotes (which I have NOT). I would love to be able to prove that I haven't.
    An update:

    I was terminated from my job 2 weeks ago for giving inappropriate advice and failing to follow protocols. It was based on acusations made by the same person as I refer to above. She flat out lied, infact the next day moved from being the part-time evening & Saturday person into my 10 hour 4 (week) day position. The clinic didn't record calls, my log book reflects the exact protocols followed and "clinic policy" prohibits contacting the parent I spoke to to find out what was actully said.

    (I am waiting to hear from the head of HR on weather or not I can take a 2 day/wk position at a diffferent location).
  9. by   Going80INA55
    That is absolutely horrible. You think nurses would learn to treat each other with respect.
  10. by   Shed13911
    Our calls are recorded all the time. It is a little intimidating sometimes but it sure can back you up as to what is truely said when someone says they were told something different. I am so sorry that you lost your job on a false accusation. What goes around, comes around! What are you up to now?? I hope you found another job doing something you like.
  11. by   movealong
    All our calls are recorded. They select random records to monitor for our performance. It's how they base our level of expertise, knowledge and so forth.

    It can seem intimidating but it's really there to protect you.

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