Most Contact Centres Struggling With QA Engagement

Most Contact Centres Struggling with QA Engagement

In our What Contact Centres Are Doing Right Now (2023 Edition) survey, we asked ‘How engaged are your customer advisors in the Quality Assurance (QA) programme of your contact centre?’

The findings revealed that most contact centres need to work on their QA engagement, as
56.4% of survey respondents said ‘moderately engaged’, whilst a further 16% of survey respondents said ‘passively engaged’. Sadly, this makes any QA efforts seem futile for many.

By contrast, only 27.6% reported that their customer advisors were ‘very engaged’. This highlights that most contact centres are struggling with QA engagement right now and need to take proactive measures to address this situation.

2023 Survey Graph - How Engaged are Your Advisors in Your QA Programme

Run in partnership with Sabio, Centrical, Odigo, Scorebuddy, and NICE, this survey focused on the key elements of a contact centre, including advisor experience and engagement, artificial intelligence (AI), customer experience, quality assurance, workforce management, and more!

Download our What Contact Centres Are Doing Right Now (2023 Edition) Survey Report to uncover the latest and most exciting contact centre insights

Related Research

To download the full copies of our ‘What Contact Centres Are Doing Right Now’ survey reports follow the links below:

For more great information check out our other Contact Centre Research

Author: Megan Jones
Reviewed by: Jo Robinson

Published On: 23rd Nov 2023
Read more about - Contact Centre Research, , , , , , , ,

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