Advisers

Eugenio P. Bayani Jr., LPT, MBA

Discipline

Business administration

Abstract

This study examined the relationship between call monitoring frequency and quality assurance performance among customer service agents, focusing on how monitoring practices influence accuracy, compliance, communication, and problem-solving. By analyzing agents’ perceptions and performance indicators, the research aims to provide evidence-based insights that can guide organizations in optimizing monitoring strategies to enhance service quality and operational effectiveness. A quantitative-descriptive research design was employed. The respondents consisted of 50 customer service representatives selected through purposive sampling, all of whom had at least three months of experience and were actively receiving quality assurance evaluations. Data were gathered using a validated survey questionnaire. Statistical tools used for analysis included frequency and percentage distribution, weighted mean, standard deviation, ranking, and Pearson product moment correlation coefficient to determine the relationship between monitoring frequency and quality assurance performance. The findings indicate a significant positive relationship between call monitoring frequency and quality assurance performance. Respondents reported strong agreement that consistent monitoring enhances accuracy, compliance, communication effectiveness, and problem-solving skills. Statistical analysis suggests that structured monitoring contributes to improved performance outcomes, supporting its role as a critical mechanism for maintaining service quality and operational consistency across teams. The study concluded that structured and consistent call monitoring positively influences agents’ performance when implemented fairly and transparently. It is recommended that the company maintain a balanced and systematic monitoring schedule that promotes constructive feedback and sustains employee motivation while ensuring high standards of customer service quality.

Keywords

call monitoring frequency, quality assurance performance, customer service agents