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

Published On: 19th Aug 2015 10:10 - Modified: 23rd Sep 2019

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

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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