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Contact Centre Agents respond most to Quality Scores

Published On: 7th Jun 2014 10:05 - Modified: 18th Feb 2020

During our webinar “The best metrics for your contact centre” our audience were asked “Which metrics do agents respond to most?”

Poll answers
26% AHT
3% Net Promoter
18% First Contact Resolution
50% Customer Satisfaction
66% Quality Scores

Source: Call Centre Helper website webinar poll Sample size – 177 Date: April 2014

Here is a link to the Webinar: The best metrics for your contact centre

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.

Connect with Jo on LinkedIn

Contact Centre Agents respond most to Quality Scores

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