White Papers & Guides
The State of Quality Monitoring - 2016
Leaders in customer service are well aware that every customer contact can and will impact their bottom line. Whether this impact will be positive or negative will depend on how satisfied their customers are from the level of service they receive. It is for this very basic, yet vital for the survival of a company, reason that call quality is increasingly emphasised and monitored within contact centres.
THE SURVEY
Last year, our survey titled ‘How are Contact Centres Using Quality Monitoring?’ showed that although 92% of contact centres evaluate agent calls on a standard basis, only 30% have a Quality Monitoring software in place, and just 25% have a dedicated Quality Monitoring team.
This year, we have teamed up with The Forum and Chris Rainsforth, Senior Customer Contact Specialist, to find out more about how Contact Centres in the UK are using Quality Monitoring in 2016 and whether it is gaining momentum as an integral part of the contact centres’ strategy.
Don't forget to also download our bitesize infographic which summarises the main points from the report!
