Most Contact Centres Mark Quality Scores as a Percentage

According to our poll, 73% of contact centres assess quality scores as a percentage. This would be as an alternative to a pass/fail system, which is only used by 16%.

Poll – How Do You Quality Score Calls? – answers

Pass/ Fail on each call – 16%
5-Star Banding – 9%
Traffic Light Banding – 15%
Percentage score – 73%
We don’t score calls – 11%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper Webinar: Best Practices in Call Quality Monitoring     Sample size – 249     Date: April 2015