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