Quality Scores is the Most Measured Contact Centre KPI Related Articles How to Calibrate Quality Scores Mastering Contact Centre Quality Assurance What's Your Most Important Telephony KPI? The Most Valuable KPI to Improve NPS/CSAT 1,705 Filed under - Contact Centre Research, Key Performance Indicators (KPIs), Polls According to our poll, contact centre professionals measure quality scores more frequently than any other KPI. Other KPIs that are measured regularly are First Contact Resolution (58%) and Net Promoter Score (48%), much more so than Customer Value (18%) and Customer Effort Score (15%). Poll – “Which KPIs do you measure” – answers First Contact Resolution – 58% Net Promoter Score – 48% Customer Value – 18% Customer Effort Score – 15% Quality Score – 71% (Multiple answers were allowed during this poll, so the total does not add up to 100%.) Source: Call Centre Helper webinar: Metrics that Matter Sample size – 149 Date: October 2013 Author: Jo Robinson Published On: 1st Apr 2014 - Last modified: 25th Oct 2021 Read more about - Contact Centre Research, Key Performance Indicators (KPIs), Polls Recommended Articles How to Calibrate Quality Scores Mastering Contact Centre Quality Assurance What's Your Most Important Telephony KPI? The Most Valuable KPI to Improve NPS/CSAT 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