The State of Quality Monitoring - 2017 - BSL Group

The State of Quality Monitoring – 2017

Author Business Systems UK
Date February 15, 2021
Category Call Recording
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Our 2016 survey showed a significant turn towards Quality Monitoring compared to 2015:

  • 168% increase in the number of contact centres with a dedicated Quality Monitoring team.
  • 30% increase in the number of contact centres that upped the number of calls they evaluate to the 4-10 calls/agent/month category
  • Almost double the number of contact centres that use Call Recording

In 2017, we teamed up once again with The Forum to find out if and how contact centres in the UK have improved in streamlining Quality Monitoring.

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