The State of Quality Monitoring – 2017

BSL QM ADLast year, Business Systems 2016 survey showed a significant turn towards Quality Monitoring compared to 2015:

Contact Centre CLUB

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

Download The State of QM – 2017