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
