Only 3% of Agents Would Categorise Their Quality Scoreing System as Poor

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Written by Megan Jones

Only a very small proportion of contact centre agents would rate their quality scoring system as poor or below average.

Poll – “How would your agents rate your quality scoring system?” – answers

Excellent and consistent – 10%
Above Average – 31%
Average – 48%
Below Average – 8%
Poor and inconsistent – 3%

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

Only 3% of Agents Would Categorise Their Quality Scoreing System as Poor

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