Contact Centre Research

Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month

How-many-calls-do-you-monitor-per-agent-per-month

Published On: 10th Sep 2013 10:06 - Modified: 19th Jan 2026

According to the results of our poll, over two thirds of contact centres only measure 0-6 calls every month for each agent.

However, at the other end of the scale, 14% of contact centres now monitor 11 calls or more in the same time period.

Poll – “How many calls do you monitor per agent per month?” – answers
0 – 1: 7%
2 – 4: 34%
5 – 6: 26%
7 – 10: 19%
11 +: 14%

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

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Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month

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