While we do not issue many, there are times where it is necessary due to the lack of professionalism on the agent’s part. We do work very closely with the manager prior to sending out the zero as it is important they agree with this score and they need to be prepared to coach the agent immediately on this behavior. A few examples of when this is appropriate would be refusal to help the customer, not completing the call because it was time to go home for day, becoming hostile towards your customer, or using disparaging remarks towards company policies & procedures. – Dawn Kane-Anderson, Wells Fargo

I would not recommend using quality monitoring as a disciplinary tool, but rather for coaching and performance management & improvement. Typically behaviors such as maintaining company integrity and confidentiality and showing customer respect can be included in a broader standards of conduct document. If violations are discovered when reviewing a recorded call, these can be dealt with as part of your HR corrective action policy (verbal-written warning). Handling in this manner helps combat the all too common perception "big brother is watching you" which can get in the way of agent's willingness to value QM and all the benefits it has to offer. – Deelee Freeman, The Call Center School

We have a section called Company Integrity on our evaluation form. If the CSR violates company integrity within the call, the score is an automatic zero. Examples of this would be making comments like "I know our system stinks, we tell management and nothing gets done" or "The processor should have done that differently, I don't know what they are thinking sometimes" or "That department must be behind again." – Hope Quillen, Sentry Insurance