Quality Scores: The Most Popular Method of Assessing Agent Performance

According to our poll, 68% of contact centres are now using quality scores to judge agents on their performance and engagement levels.

However, it is likely that these contact centres are not using quality scores alone, with 62% using manual monitoring and 54% using contact centre platform statistics.

Poll – “How are you currently assessing agent performace and engagement in your Contact Centre?” – answers

• Other forms of input – 19%
• Interaction analytics driven reporting – 27%
• Contact Centre Platform Stats – 54%
• Manual Monitoring Only – 62%
• Quality Scores – 68%

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

Source: Call Centre Helper Webinar Poll – Motivating Agents to Deliver Better Customer Outcomes     Sample size – 107     Date: February 2017