Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month Related Articles Number of Calls Analysed Call Center FTE Based On Calls Per Month How Do Other People Quality Monitor Their Calls? Definition: Contact Centre Jargon and Terminologies 10,701 Filed under - Contact Centre Research, Polls 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, Polls Recommended Articles Number of Calls Analysed Call Center FTE Based On Calls Per Month How Do Other People Quality Monitor Their Calls? Contact Centre Jargon and Terminologies Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter