Hi Steve,
I am not sure if you have also looked at creating a Quality Assurance program with agreed call standards, ratings plus a list of skills and knowledge required to assist with development that accompany the introduction of a call recording and therefore quality coaching program.  A well designed QA program and subsequent agreed standards and ratings allows for objective feedback to staff and takes out the subjective opinions and judgments that can occur.
If you would like to know more give me a call 0411 358 333
Janelle Nisbet
Progress Training Systems