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


How-many-calls-do-you-monitor-per-agent-per-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

Published On: 10th Sep 2013 - Last modified: 24th Mar 2017
Read more about - Polls ,


Leave a Comment
Leave a Comment

Your email address will not be published. Required fields are marked *