Contact Centre Research

Spreadsheets Still Dominate the Quality Process

2023 Survey Cover Spreadsheets dominate QA Process

Published On: 14th Dec 2023 08:00 - Modified: 14th Jan 2026

In our What Contact Centres Are Doing Right Now (2023 Edition) survey, we asked ‘Which Quality Tools Do You Use?’

It was promising to see analytics (42.2%) and quality tools (52.8%) on a par with the more traditionally used tools of spreadsheets and basic reporting – showing that many contact centres are adopting a progressive approach to quality monitoring, and that these tools are becoming more mainstream.

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.

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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Spreadsheets Still Dominate the Quality Process

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