Contact Centre Research

Contact Centres Struggle to Measure Quality Monitoring Correctly

20.What-challenges-do-you-face-in-improving-Quality-Monitoring-and-Performance-Management

Published On: 5th Aug 2026 10:08

According to our poll, 61% of industry professionals believe that their contact centre struggles to measure the right things when attempting to improve quality monitoring and performance management.

Poll – “What challenges do you face in improving Quality Monitoring and Performance Management?” – answers

61% Measuring the right things
41% We’re too busy
32% Low trust in the process
45% Team Leaders need better skills
33% No technology / technology won’t let me

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

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

Reviewed by: Robyn Coppell