Quality Scoring: 76% of Contact Centres Struggle to Measure Enough Calls

According to our poll, more than three quarters of contact centres have recognised that not measuring enough calls is a major problem when it comes to quality scoring.

Other common struggles faced by contact centres when quality scoring include an already to busy schedule (54%), team leaders having an underdeveloped skillset (37%) and low trust in the process (29%).

Poll “What problems do you face when quality scoring” – answers

Not measuring enough calls – 76%
Low trust in the process – 29%
We get too busy – 54%
Team Leaders need better skills – 37%
No technology / technology won’t let me – 20%

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

Source: Call Centre Helper website webinar: Executive Briefing on Speech Analytics     Sample size – 86     Date: September 2013