Certainly the issue we were raising was exactly as you described. If somebody knows that their response is being monitored, they will modify their behaviour. For example, they would be more likely to go and look up the answer in the computer system than to try to just answer it off the cuff. In fact, I think our auditors will tell you that in the course of our calls—which were anonymous—there would have been a correlation between the people who took their time and that you could tell were trying to look it up versus the agents who were giving an answer more quickly. I think that's the type of behaviour change that will happen if an agent knows that they are being monitored.
On November 30th, 2017. See this statement in context.