Only a very small proportion of contact centre agents would rate their quality scoring system as poor or below average.
Poll – “How would your agents rate your quality scoring system?” – answers
Excellent and consistent – 10%
Above Average – 31%
Average – 48%
Below Average – 8%
Poor and inconsistent – 3%
Source: Call Centre Helper webinar: Best Practices in Call Quality Monitoring Sample size – 249 Date: April 2015
Author: Megan Jones
Published On: 12th Aug 2015 - Last modified: 18th Sep 2019
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