what sample size?

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what sample size?
Message posted by Ryan Soisson (via 209.99.40.105) on August 18, 2001 at 4:30 PM (ET)

We have a call center where wee monitor calls of each employee. An employee takes 500 calls/month. How do I determine how many times a month we should we monitor them to get a accurate picture of how they are doing?

Thanks for any help you could lend.

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Re: what sample size?
Message posted by Phil (via 216.175.115.57) on August 18, 2001 at 10:40 PM (ET)

What are you trying to monitor? If it has anything to do with time or type of call handled, contact your Industrial Engineering Department and ask for some work sampling.

If you are trying to assess "good" versus "bad" handling, consider "Acceptance Sampling" to determine a sample size.

If you are just "auditing", then a small sample is typical...say three to five calls.

You could use SPC as well if you have someone knowledgeable to help you.

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