Only 4% of Contact Centres do not Monitor Call Quality

According to our poll, it is now just 4% of contact centres that do not monitor advisor calls, as more and more of those in the industry recognise the importance of doing so.

Poll – “How many calls per agent per month do you monitor?”- answers

0 –   4%
2-3  –  16%
4-5  –  22%
6-7  –  10%
8-10  –  11%
10-12  –  6%
13-15  –  4%
More than 15  –  28%

Source: Call Centre Helper website reader poll     Votes: 530     Date: March 2012