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Contact Centres Struggle to Measure Quality Monitoring Correctly

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Filed under - Contact Centre Research, Performance Management, Polls, Quality

According to our poll, 61% of industry professionals believe that their contact centre struggles to measure the right things when attempting to improve quality monitoring and performance management.

Poll – “What challenges do you face in improving Quality Monitoring and Performance Management?” – answers

61% Measuring the right things
41% We’re too busy
32% Low trust in the process
45% Team Leaders need better skills
33% No technology / technology won’t let me

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source – Call Centre Helper webinar: New Solutions for Quality Monitoring and Performance Management Sample size – 115 Date: March 2013

Author: Jo Robinson

Published On: 28th Oct 2013 - Last modified: 25th Oct 2021
Read more about - Contact Centre Research, Performance Management, Polls, Quality