Just 45% of Quality Monitoring Approaches are Improving Advisor Performance

Only 45% of contact centre professionals believe that their approach to quality monitoring is making any effective improvements to advisor performance.

In fact, just 15% believe that it is welcomed and trusted by advisors and only 17% believe that it gives service quality a competitive edge.

Poll answers

• Is welcomed and trusted by advisors – 15%
• Makes our service quality a competitive edge – 17%
• Is effective at improving advisor performance – 45%
• Is high effort – low value – 48%

Source: Call Centre Helper webinar: Best Practices in Performance and Quality Management     Sample size – 114     Date: October 2014