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


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

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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 

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Published On: 10th Sep 2013 - Last modified: 25th Oct 2021
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