Over a Quarter of Customer Contacts are Low Quality


According to our poll, more than 25% of customer contacts are of a lower lower quality than wanted, in 17% of contact centres.

In fact, just 3% of contact centres believe that less than 1% of their customer contacts are of low quality.

Poll – “What percentage of your customer contacts are lower quality than you would like?” – answers

0-1 Percent: 3%
2-4 Percent: 9%
5-9 Percent: 34%
10-24 Percent: 37%
25+ Percent: 17%

Source: Call Centre Helper Webinar: Speech Analytics and the Contact Centre     Sample size – 89     Date: June 2017

Author: Robyn Coppell

Published On: 7th Jul 2017 - Last modified: 25th Oct 2021
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