Abstract: A centralized real-time performance monitoring and improvement technology, including methods and system which permit multiple tiers of users, including a manager tier, an interviewer tier and a representative tier to collaborate using a same database to select, under directions from a manager, clients to undergo telephone interviews, by an interviewer perform the telephone interview and provide the results, and a representative review the results of interviews. Personalized results based on tier and client associations are available to representatives in real time to track performance with respect to individual clients and over time. A server acts as a gateway providing differentiated access to functionality and to data to the different tiers and can perform a simultaneously login-based, a tier-based, and a permissions-based access control. Abstract not to be considered limiting.