Contact Centre Research

Most Contact Centres Use Platform Stats to Measure Agent Performance

Published On: 9th Jun 2017 08:00

According to our poll, checking contact centre platform statistics is the most common way of measuring agent performance, with 64% of contact centres doing so.

Other popular measures of agent performance include using spreadsheets (58%) and manual monitoring (50%).

Poll – “How are you currently measuring agent performance in your Contact Centre?” – answers

Contact Centre Platform Stats – 64%
Spreadsheets – 58%
Manual Monitoring – 50%
Interactions Analytics – 34%
Other Forms of Input – 16%

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

Source: Call Centre Helper Webinar: Incentives that Work Sample size – 91 Date: April 2017

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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Most Contact Centres Use Platform Stats to Measure Agent Performance

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