Quality Scoring: 76% of Contact Centres Struggle to Measure Enough Calls 2,278 Filed under - Archived Content According to our poll, more than three quarters of contact centres have recognised that not measuring enough calls is a major problem when it comes to quality scoring. Other common struggles faced by contact centres when quality scoring include an already to busy schedule (54%), team leaders having an underdeveloped skillset (37%) and low trust in the process (29%). Poll “What problems do you face when quality scoring” – answers Not measuring enough calls – 76% Low trust in the process – 29% We get too busy – 54% Team Leaders need better skills – 37% No technology / technology won’t let me – 20% (Multiple answers were allowed during this poll, so the total does not add up to 100%.) Source: Call Centre Helper website webinar: Executive Briefing on Speech Analytics Sample size – 86 Date: September 2013 Author: Jo Robinson Published On: 13th Dec 2013 - Last modified: 18th Feb 2020 Read more about - Archived Content 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