Majority of contact centres evaluate only one percent or less of their interactions for quality purposes.
Poll – “What percentage of the interactions that your Contact Centre(s) handle are evaluated for quality purposes?” – answers
One percent or less – 35%
One or two percent – 33%
Between two and five percent – 14%
Between five and ten percent – 9%
More than ten percent – 9%
Source: Call Centre Helper Webinar Poll – Webinar: Revolutionising Quality Monitoring with Interaction Analytics Sample size – 113 Date: September 2016