Over a Quarter of Customer Contacts are Low Quality Related Articles The Difference Between Measuring Repeat Contacts and First Contact Resolution Mastering Contact Centre Quality Assurance How to Create a Contact Centre Quality Scorecard - With a Template Example 30 Tips to Improve Your Call Quality Monitoring 1,202 Filed under - Contact Centre Research, Polls 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 Read more about - Contact Centre Research, Polls Recommended Articles The Difference Between Measuring Repeat Contacts and First Contact Resolution Mastering Contact Centre Quality Assurance How to Create a Contact Centre Quality Scorecard - With a Template Example 30 Tips to Improve Your Call Quality Monitoring Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter