Call quality monitoring in Debt Collection CC

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Call quality monitoring in Debt Collection CC
Hi everyone,

I have just started new job in CC of a debt collection company and my first task is to set up a quality monitoring process that have to cover both program level and individual performance.
I have a lot of experience from telecommunications industry but I have found it hard to apply well known approaches for QM.
So, I will appreciate if someone can share some good practices.

Thanks in advance!

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