Quality Scores is the Most Measured Contact Centre KPI

A graph showing the answers to the question "Which KPIs do you measure" with the answers of 58%-first contact resolution, 48%-net promoter score, 18%-customer value, 15%- custoemr effort score, 71%- quality score

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According to our poll, contact centre professionals measure quality scores more frequently than any other KPI.

Other KPIs that are measured regularly are First Contact Resolution (58%) and Net Promoter Score (48%), much more so than Customer Value (18%) and Customer Effort Score (15%).

Poll – “Which KPIs do you measure” – answers
First Contact Resolution – 58%
Net Promoter Score – 48%
Customer Value – 18%
Customer Effort Score – 15%
Quality Score – 71%

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

Source: Call Centre Helper webinar: Metrics that Matter Sample size – 149 Date: October 2013

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

Quality Scores is the Most Measured Contact Centre KPI

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