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
