Most Contact Centres Struggling With QA Engagement

In our What Contact Centres Are Doing Right Now (2023 Edition) survey, we asked ‘How engaged are your customer advisors in the Quality Assurance (QA) programme of your contact centre?’

The findings revealed that most contact centres need to work on their QA engagement, as
56.4% of survey respondents said ‘moderately engaged’, whilst a further 16% of survey respondents said ‘passively engaged’. Sadly, this makes any QA efforts seem futile for many.

By contrast, only 27.6% reported that their customer advisors were ‘very engaged’. This highlights that most contact centres are struggling with QA engagement right now and need to take proactive measures to address this situation.

Run in partnership with Sabio, Centrical, Odigo, Scorebuddy, and NICE, this survey focused on the key elements of a contact centre, including advisor experience and engagement, artificial intelligence (AI), customer experience, quality assurance, workforce management, and more!

Download our What Contact Centres Are Doing Right Now (2023 Edition) Survey Report to uncover the latest and most exciting contact centre insights