Review all transcripts in your service.

If you see a session handled by a librarian not from your institution that was done poorly or excellently, you should send your comments to the quality control team at QuestionPoint, who will then pass them along to that institution's local administrator. Here's screencast about how to do that:

http://qpatcuny.pbwiki.com/f/Referring%20a%20Chat%20to%20Quality.swf