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
Author: Megan Jones
Published On: 5th Nov 2014 - Last modified: 23rd Sep 2019
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