"This Call May Be Monitored:" Results of the Aon 2007 Call Monitoring Practices Survey

Sponsored By Aon Consulting

Topics:

Budgeting & Planning > Business Performance Management

Business Software > CRM

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Abstract:

Aon Consulting and Verint Systems have conducted one of the most comprehensive, timely, and focused investigations of call monitoring practices, a core component of call center operations. Today’s call center must leverage new demographics, technology, customer expectations, and more. These changes present unique challenges in staffing, managing, and retaining call center positions, and they call for a critical review of even the most basic call center practices.
Call monitoring helps organizations assure the level of service provided by the front line to their valued customers, and our study revealed that it is pervasive—over 90 percent of call centers conduct some level of monitoring on a regular basis.

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Released: January 09, 2008

Length: 4 pages

Format: PDF (243 kb)

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