VCC emphasizes monitoring on all of its programs in an effort to make consistent, quality presentations and to ensure compliance standards are met. Quality scores are used to evaluate representatives by defining their strengths and identifying areas requiring improvement. VCC Supervisors continually monitor and coach specified teams. The Supervisors will listen to make sure the associates are presenting required information, utilizing probes and questions, and effectively using rebuttal to reach necessary program objectives. Each supervisor reviews "professor stats" to identify trends and areas they can improve representative’s skills.
In addition, VCC's Command Center monitors each representative. This department is dedicated to randomly monitoring associates and evaluating performances. All evaluations are reviewed with production management who will coach the representatives.
In addition to internal monitoring, VCC has remote monitoring capabilities for its clients. By combining monitoring efforts of the Supervisors, the Command Center, Client Services, and our Clients, we are able to maximize production goals.