Four in Every Five Contact Centres Use Quality Scores 539 Filed under - Archived Content, Metrics, Polls According to our poll, Quality Scores are one of the most popular metrics in 80% of contact centres. Furthermore, 69% selected First Contact Resolution (FCR) and 66% chose Average Handling Time (AHT). Poll – “What metrics are the most popular?” – answers AHT – 66% Net Promoter – 40% FCR – 69% Customer Effort – 28% Quality Scores – 80% (Multiple answers were allowed during this poll, so the total does not add up to 100%.) Source: Call Centre Helper webinar: The best metrics for your contact centre Sample size – 177 Date: April 2014 Author: Jo Robinson Published On: 28th Apr 2014 - Last modified: 18th Sep 2019 Read more about - Archived Content, Metrics, Polls Related Reports eBook: Measure What Matters - Contact Centre Efficiency 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