Most Contact Centres Struggling With QA Engagement Related Articles 2020 Survey Report: What Contact Centres Are Doing Right Now Customer Experience in Contact Centres: 2020 Survey Results Best Practices for Contact Centre QA Success Why You Shouldn’t Put Off Investing in QA 169 Filed under - Contact Centre Research, benchmarking, Centrical, NICE, Odigo, Quality, Sabio, Scorebuddy, survey 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, as56.4% 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. 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: What Contact Centres Are Doing Right Now (2023 Edition) What Contact Centres Are Doing Right Now (2022 Edition) What Contact Centres Are Doing Right Now (2021 Edition) What Contact Centres Are Doing Right Now (2020 Edition) 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, benchmarking, Centrical, NICE, Odigo, Quality, Sabio, Scorebuddy, survey Recommended Articles 2020 Survey Report: What Contact Centres Are Doing Right Now Customer Experience in Contact Centres: 2020 Survey Results Best Practices for Contact Centre QA Success Why You Shouldn’t Put Off Investing in QA Related Reports eBook: 9 Practical Ways to Use Generative AI for Contact Centers Report: The Top 5 Metrics Shaping Bank and Credit Union Performance Guide: 120 Day Roadmap to Auto QA ROI eBook: Improving Customer Experience and NPS Through Quality Assessment Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter