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Only 3% of Agents Would Categorise Their Quality Scoreing System as Poor

Published On: 12th Aug 2015 10:10 - Modified: 18th Sep 2019

Only a very small proportion of contact centre agents would rate their quality scoring system as poor or below average.

Poll – “How would your agents rate your quality scoring system?” – answers

Excellent and consistent – 10%
Above Average – 31%
Average – 48%
Below Average – 8%
Poor and inconsistent – 3%

Source: Call Centre Helper webinar: Best Practices in Call Quality Monitoring Sample size – 249 Date: April 2015

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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Only 3% of Agents Would Categorise Their Quality Scoreing System as Poor

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