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
Author: Megan Jones
Published On: 4th Nov 2016 - Last modified: 23rd Sep 2019
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