Quality Scores is the Most Measured Contact Centre KPI


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

Published On: 1st Apr 2014 - Last modified: 18th Sep 2019
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