The Largest Online Community for Contact Centre Professionals
The Largest Online Community for Contact Centre Professionals
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9th June 2017
According to our poll, checking contact centre platform statistics is the most common way of measuring agent performance, with 64% of contact centres doing so.
Other popular measures of agent performance include using spreadsheets (58%) and manual monitoring (50%).
Poll – “How are you currently measuring agent performance in your Contact Centre?” – answers
Contact Centre Platform Stats – 64%
Spreadsheets – 58%
Manual Monitoring – 50%
Interactions Analytics – 34%
Other Forms of Input – 16%
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source: Call Centre Helper Webinar: Incentives that Work Sample size – 91 Date: April 2017
Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.
She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
