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Less than 2% of Interactions Evaluated for Quality Purposes

Published On: 4th Nov 2016 08:00

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

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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