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
