Just 4% of Contact Centres Are Using Speech Analytics

A graph demonstrating

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: Robyn Coppell

Published On: 19th May 2017 - Last modified: 25th Oct 2021
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1 Comment
  • Extraordinary how little the usage (of all categories) has changed over recent years. A proven ROI continues to be the key issue for Sp An uptake.

    Dick Bourke 25 May at 10:47