How do you know if your call center agents are truly doing the job they were hired to do? For some companies, the implementation of a call monitoring system ensures that agents will adhere to their job requirements as management can listen in on any call at any time. But, what if management doesn't really care if they information gets to them?

A recent report focuses on the confessions of an ethical customer service call center employee. While working for BP and handling calls coming in from concerned citizens regarding the oil spilling into the Gulf, this worker - calling herself "Janice" - claims she and other employees within the Houston-based call center serve as nothing more than a diversion.

She told KHOU 11 news that she is one of 100 operators at the BP Call Center in West Houston. Janice and her colleagues answer calls coming in on a hotline number designated for cleanup ideas - among other things. Agents are to take information from callers, and then hang up.

Janice believes she and her colleagues are merely distractions for concerned callers who really want to reach someone in the corporate office. While calls are coming in from around the world, some are desperate calls from people on the Gulf Coast who truly need help.

The problem is not so much that Janice can't do anything to help these callers. She is instead concerned that there is no call monitoring system in place that encourages agents to do their job properly.

Many agents also believe the call will never get past them and therefore, take no notes, or will type 'blah blah blah' into the system. Without a formal call monitoring process, such an entry is not likely to be found.

Officials with BP claim they have received more than 200,000 phone messages from their Houston Call Center, but are unable to report the percentage of calls returned. They also claimed they did a search on the world "blah" and found only one instance, claiming the entry was the agent's polite way of logging information on a drunk, belligerent caller.

The company did admit it is possible some calls just weren't logged, especially if a proper call monitoring system is not in place to ensure all agents are doing their job as expected.

While it is true that BP is under intense pressure to right the wrong this accident has caused and people do need a method for expressing their concerns to the company - even if it is through a call center agent. The company would do well to implement a call monitoring system to at least demonstrate to the public that they care about what they have to say.