The credit card market has grown increasingly competitive. To maintain customer satisfaction, banks that issue credit cards usually provide an "800" number service center in which telephone operators handled customer inquiries, complaints, and requests for service. Some banks evaluate operators on the basis of the number of calls handled per day, while occasionally monitoring calls for courtesy and accuracy. (Banks have already determined that it is not cost-effective to do more monitoring). Evaluate this monitoring system. What would you do differently? Consider the benefits and costs of any change you recommend.