IT Issues are Stopping Contact Centres From Using Better Metrics

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According to our poll, more than half (57%) of contact centres are prevented from using more appropriate metrics because of IT-related issues.

Other prominent problems that stop contact centres from doing so, include the alignment of other departments (49%) and senior management not buying into the idea (48%).

Poll – “What Barriers are Preventing you from Using Better Metrics?” – answers

Too difficult or too complicated – 33%
Too expensive – 23%
IT issues – 57%
Senior management not bought in – 48%
Other departments not aligned – 49%

Source: Call Centre Helper webinar: Metrics that Matter Sample size – 149 Date: October 2013

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

IT Issues are Stopping Contact Centres From Using Better Metrics

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