In Busy Periods, 45% of Contact Centres Monitor 2-4 Call Per Agent

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The most popular option in our poll, was to monitor 2-4 agent calls each month.

The surprise result of our findings was that 10% of contact centres said that they were able to monitor 11+ call every month, during such times, an impressive feat!

Poll – “And when things get really busy …how many calls do you monitor per agent per month?” – answers
15%: 0 – 1
45%: 2 – 4
18%: 5 – 6
12%: 7 – 10
10%: 11 +

Source: Call Centre Helper webinar: 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

In Busy Periods, 45% of Contact Centres Monitor 2-4 Call Per Agent

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