Only 3% of Agents Would Categorise Their Quality Scoreing System as Poor

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