Contact Centre Research

Over a Quarter of Customer Contacts are Low Quality

Published On: 7th Jul 2017 08:00

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
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

Over a Quarter of Customer Contacts are Low Quality

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