Most Contact Centres Mark Quality Scores as a Percentage 603 Filed under - Archived Content, Polls, Quality 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 Author: Megan Jones Published On: 1st Sep 2015 - Last modified: 18th Sep 2019 Read more about - Archived Content, Polls, Quality Related Reports Guide: 120 Day Roadmap to Auto QA ROI eBook: Improving Customer Experience and NPS Through Quality Assessment eBook: Understanding Call Center Quality Assurance Frameworks eBook: If Your Contact Center Uses Spreadsheets Read This 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