Less than 2% of Interactions Evaluated for Quality Purposes

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