According to our poll, 95% of team leaders are given access to the call recordings of their agents.
Also, 72% of contact centres give senior management/the board call recordings, whilst 51% do the same for agents.
Poll – Who Has Access to Recorded Phone Calls in Your Contact Centre? – answers
Agents – 51%
Team Leaders – 95%
Senior Management/ The Board – 72%
Marketing – 28%
Product Development – 23%
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source: Call Centre Helper webinar: The DNA of a successful contact centre Sample size – 78 Date: May 2014