Most Contact Centres Use Platform Stats to Measure Agent Performance

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