I assume they are already monitored, somewhat. Calls are likely recorded, and their managers pick random calls to grade. With AI the calls can be reviewed and graded live, the data collated and presented to managers in an easy to read format, complete with recommendations for improvement.
Management needs to be clear with their communication and understanding that people are not robots, that not everyone works to the same level. That’s where it falls apart. Pushing performance towards that unattainable ideal causes more issues than it could ever solve.