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

Who-do-you-believe-is-best-qualified-to-carry-out-evaluating-call-quality

Published On: 20th Feb 2013 10:08 - Modified: 18th Feb 2020

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

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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