Four in Every Five Contact Centres Use Quality Scores

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