In Busy Periods, 45% of Contact Centres Monitor 2-4 Call Per Agent


19.And-when-things-get-really-busy-…how-many-calls-do-you-monitor-per-agent-per-month
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Filed under - Polls

The most popular option in our poll, was to monitor 2-4 agent calls each month.

The surprise result of our findings was that 10% of contact centres said that they were able to monitor 11+ call every month, during such times, an impressive feat!

Poll – “And when things get really busy …how many calls do you monitor per agent per month?” – answers
15%: 0 – 1
45%: 2 – 4
18%: 5 – 6
12%: 7 – 10
10%: 11 +

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

We have a Free Call Monitoring Form you might want to try

Published On: 11th Sep 2013 - Last modified: 22nd Mar 2017
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