Routine is Good.
Routines can help a call center regularly achieve excellence — and call monitoring checklists are easily made into routines. Every client and project is different, but generally, monitoring checklists should be performed no less than once each month, per employee. Every project is different, but many projects require as much as one monitoring checklist a day or one monitoring checklist a week, etc, based on such factors as management-to-agent ratios, number of work hours in the week, length of checklists, length of counseling sessions, etc. To get a true flavor of how an agent performs, once every month is the least amount of time a manager should spend monitoring and then presenting a monitoring checklist to the agent.