Less than 2% of Interactions Evaluated for Quality Purposes

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Majority of contact centres evaluate only one percent or less of their interactions for quality purposes.

Poll – “What percentage of the interactions that your Contact Centre(s) handle are evaluated for quality purposes?” – answers

One percent or less – 35%
One or two percent – 33%
Between two and five percent – 14%
Between five and ten percent – 9%
More than ten percent – 9%

Source: Call Centre Helper Webinar Poll – Webinar: Revolutionising Quality Monitoring with Interaction Analytics Sample size – 113 Date: September 2016

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

Connect with Megan on LinkedIn

Less than 2% of Interactions Evaluated for Quality Purposes

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