Over a Quarter of Customer Contacts are Low Quality Related Articles The Difference Between Measuring Repeat Contacts and First Contact Resolution How to Create a Contact Centre Quality Scorecard - With a Template Example 30 Tips to Improve Your Call Quality Monitoring 15 Tips for Driving Down Repeat Contacts 1,251 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 How to Create a Contact Centre Quality Scorecard - With a Template Example 30 Tips to Improve Your Call Quality Monitoring 15 Tips for Driving Down Repeat Contacts Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter