Random Selection is How Most Contact Centres Choose Calls for Quality Monitoring


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

Published On: 19th Aug 2015 - Last modified: 8th Aug 2017
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