95% of Team Leaders Have Access to Call Recordings

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Written by Jo Robinson

According to our poll, 95% of team leaders are given access to the call recordings of their agents.

Also, 72% of contact centres give senior management/the board call recordings, whilst 51% do the same for agents.

Poll – Who Has Access to Recorded Phone Calls in Your Contact Centre? – answers

Agents – 51%
Team Leaders – 95%
Senior Management/ The Board – 72%
Marketing – 28%
Product Development – 23%

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

Source: Call Centre Helper webinar: The DNA of a successful contact centre Sample size – 78 Date: May 2014

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

95% of Team Leaders Have Access to Call Recordings

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