Evaluating Call Quality: Internal Quality Specialists/Teams are Best Qualified

According to our poll, 45% of contact centre professionals believe that an Internal Quality Specialist/Team are best-qualified to evaluate call quality.

However, not all of our industry experts felt thing way though, with 21% believing that Team Leaders/Managers are a better option and and 20% feeling that asking Customers is the optimum method.

Poll- “Who do you believe is best qualified to evaluate call quality?” – answers

•  Team Leaders/Managers  – 21%
•  Advisors (Self Assessment)  – 3%
•  External Quality Agency  – 8%
•  Your Customers  – 20%
•  Internal Quality Specialist/Team  – 45%

Source: Call Centre and Contact Centre Community Linkedin group poll    Sample size – 124     Date: May 2012