Contact Centre Research

Just 4% of Contact Centres Are Using Speech Analytics

A graph demonstrating "Which performance management tools do you use?" with 80%- spreadsheets, 75%-Call Recordings 22%- WFM Software, 13%- Agent Evaluation Software, 4% Speech Analytics

Published On: 19th May 2017 08:00

According to our poll, only 4% of contact centres are using speech analytics. This made it the least popular option of all the tools listed below.

Unsurprisingly, spreadsheets were the most used performance management tool, with 80% of contact centres using them, followed by call recordings, which are used in 75% of contact centres.

Poll – “Which Performance Management Tools do you use?” – answers

Spreadsheets – 80%
Call Recordings – 75%
WFM Software – 22%
Agent Evaluation Software – 13%
Speech Analytics -4%

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

Source: Call Centre Helper Webinar: Performance Management Tools Sample size – 126 Date: March 2017

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.

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Just 4% of Contact Centres Are Using Speech Analytics

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