Call monitoring

What each level means

The P1–P5 scale is shared across every skill, but what each level means changes with the skill. This is what it looks like in practice.

1. P1

   Describes the process, controls, stakeholders and basic decisions involved in Call monitoring.

2. P2

   Executes standard Call monitoring activities accurately within established controls and escalates exceptions.

3. P3

   Owns complex Call monitoring cases/processes, improves controls and coaches colleagues.

4. P4

   Sets cross-team standards and governance for Call monitoring, integrating risk, metrics and stakeholder needs.

5. P5

   Defines enterprise strategy or external practice for Call monitoring and develops other experts.