Q
Problem solve Get help with specific problems with your technologies, process and projects.

Call monitoring best practices: Is there any industry standard?

Learn the best approach to monitoring call center agent's calls with expert Lori Bocklund.

Is there an industry standard for the ratio of calls that should be monitored per call center agent?

There are no industry standards for call monitoring. As a call monitoring best practice, most call centers monitor five-10 calls per agent per month for quality scoring and review. However, you have to assess whether you can afford the time to monitor that many calls and do something with the outcomes.

Dig Deeper on Contact center management

Start the conversation

Send me notifications when other members comment.

Please create a username to comment.

-ADS BY GOOGLE

SearchContentManagement

SearchUnifiedCommunications

SearchDataManagement

SearchEnterpriseAI

SearchERP

Close