The most popular option in our poll, was to monitor 2-4 agent calls each month.
The surprise result of our findings was that 10% of contact centres said that they were able to monitor 11+ call every month, during such times, an impressive feat!
Poll – “And when things get really busy …how many calls do you monitor per agent per month?” – answers
15%: 0 – 1
45%: 2 – 4
18%: 5 – 6
12%: 7 – 10
10%: 11 +
Source: Call Centre Helper webinar: New Solutions for Quality Monitoring and Performance Management Sample size – 115 Date: March 2013
We have a Free Call Monitoring Form you might want to try
Author: Jo Robinson
Published On: 11th Sep 2013 - Last modified: 26th May 2023
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