The Largest Online Community for Contact Centre Professionals
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20th February 2013
According to our poll, 45% of contact centre professionals believe that an Internal Quality Specialist/Team are best-qualified to evaluate call quality.
However, not all of our industry experts felt thing way though, with 21% believing that Team Leaders/Managers are a better option and and 20% feeling that asking Customers is the optimum method.
Poll- “Who do you believe is best qualified to evaluate call quality?” – answers
• Team Leaders/Managers – 21%
• Advisors (Self Assessment) – 3%
• External Quality Agency – 8%
• Your Customers – 20%
• Internal Quality Specialist/Team – 45%
Source: Call Centre and Contact Centre Community Linkedin group poll Sample size – 124 Date: May 2012
Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
