Contact Centres Struggle to Measure Quality Monitoring Correctly


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, , ,

Follow Us on LinkedIn

Recommended Articles

lady monitoring stats
30 Tips to Improve Your Call Quality Monitoring
Steps to quality success with five steps with golden stars
Contact Centre Quality Monitoring - Five Essential Steps
10 Best Practices for Quality Monitoring
Call Quality Monitoring