There are three processes that are needed for effective monitoring of any call centre environment. These are (1) measurement, (2) analysis, and (3) collection of feedback. If this process is continuously repeated it forms cycle that continues to improve the performance of the business. It also provides the ideal opportunity to use controls and metrics to gain insight into performance, and where and how it can be improved. It is, however, vital that after evaluation and assessment, that the reports and insights are acted upon in an appropriate manner in order to get results.