Random Selection is How Most Contact Centres Choose Calls for Quality Monitoring 700 Filed under - Archived Content According to our poll, 72% of contact centres randomly select the calls they use for quality monitoring, with only 8% using self-selection. Poll – How do you select calls for quality monitoring? – answers Manual selection – 29% Self-selection – 8% Random selection – 72% Selecting short/ long calls/ long hold time – 30% Speech analytics – 2% (Multiple answers were allowed during this poll, so the total does not add up to 100%.) Source: Call Centre Helper Webinar: Best Practices in Call Quality Monitoring Sample size – 249 Date: April 2015 Author: Megan Jones Published On: 19th Aug 2015 - Last modified: 23rd Sep 2019 Read more about - Archived Content Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter