Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month

How-many-calls-do-you-monitor-per-agent-per-month

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According to the results of our poll, over two thirds of contact centres only measure 0-6 calls every month for each agent.

However, at the other end of the scale, 14% of contact centres now monitor 11 calls or more in the same time period.

Poll – “How many calls do you monitor per agent per month?” – answers
0 – 1: 7%
2 – 4: 34%
5 – 6: 26%
7 – 10: 19%
11 +: 14%

Source: Call Centre Helper Website Webinar Poll – New Solutions for Quality Monitoring and Performance Management Sample size – 115 Date: March 2013

We have a Free Call Monitoring Form you might want to try

Author
Jo Robinson

Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month

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