Most Contact Centres Mark Quality Scores as a Percentage

770

According to our poll, 73% of contact centres assess quality scores as a percentage. This would be as an alternative to a pass/fail system, which is only used by 16%.

Poll – How Do You Quality Score Calls? – answers

Pass/ Fail on each call – 16%
5-Star Banding – 9%
Traffic Light Banding – 15%
Percentage score – 73%
We don’t score calls – 11%

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

Source: Call Centre Helper Webinar: Best Practices in Call Quality Monitoring Sample size – 249 Date: April 2015

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

Connect with Megan on LinkedIn