Four in Every Five Contact Centres Use Quality Scores

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Written by Jo Robinson

According to our poll, Quality Scores are one of the most popular metrics in 80% of contact centres.

Furthermore, 69% selected First Contact Resolution (FCR) and 66% chose Average Handling Time (AHT).

Poll – “What metrics are the most popular?” – answers

AHT – 66%
Net Promoter – 40%
FCR – 69%
Customer Effort – 28%
Quality Scores – 80%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar: The best metrics for your contact centre Sample size – 177 Date: April 2014

Author
Jo Robinson

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.

Connect with Jo on LinkedIn

Four in Every Five Contact Centres Use Quality Scores

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