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Four in Every Five Contact Centres Use Quality Scores

Published On: 28th Apr 2014 10:12 - Modified: 18th Sep 2019

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

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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Four in Every Five Contact Centres Use Quality Scores

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