Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month


According to the results of our poll, over two thirds of contact centres only measure 0-6 calls every month for each agent.

However, at the other end of the scale, 14% of contact centres now monitor 11 calls or more in the same time period.

Poll – “How many calls do you monitor per agent per month?” – answers
0 – 1: 7%
2 – 4: 34%
5 – 6: 26%
7 – 10: 19%
11 +: 14%

Source: Call Centre Helper Website Webinar Poll – 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

Author: Jo Robinson

Published On: 10th Sep 2013 - Last modified: 25th Oct 2021
Read more about - Contact Centre Research,

Follow Us on LinkedIn

Recommended Articles

Top Tips to Monitor Customer Service
swirly numbers
Number of Calls Analysed
Monitor concept with magnifying glass
How Do Other People Quality Monitor Their Calls?
Logging customer complaint concept with the words customer complaints on keyboard
7 Effective Ways to Monitor Complaints