talktome

I can't imagine doing what you're doing and not getting reimbursed for my time, whether or not I'm taking calls the entire time. Your time is valuable and should be compensated for. I work for a call center, so I clock in and out and am tied to the computer/phone the entire shift. I make roughly $27/hr plus $4/hr shift diff for evenings/weekends, which is what I mostly work.

our calls are all recorded. at least 5 calls per month are QA'd, they have a tool for that. we meet with our managers in house on a monthly basis to review.

I work for a 24-hour nurseline. Our QA standards allow for about 4 calls an hour. We don't really have an expected number of calls, more a time standard of a total of 13 minutes, including chart time. However many calls come in are taken by however many RNs are working. I probably average about 20 calls in an 8-hour shift, and not all of those will be triaged.