Call Centre news

• Why QA and CSAT Scores Don’t Always Match

  22-10-2026 10:30 via Call Centre Helper
  
  This blog summarises key points from a recent article by Derek Corcoran at Scorebuddy, exploring why QA and CSAT scores differ, how scorecards can overlook the customer experience, and practical ways to bring the two measures closer together.Why QA and CSAT Results Often Tell Different StoriesThey’re Based on Different Sets of InteractionsStart by looking at coverage. Industry estimates generally put CSAT response rates at 5% to 10% of contacts, while manual QA typically reviews 2% to 5% of co
  
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• What Is Our Metric Fixation Really Costing Us?

  22-10-2026 09:00 via Call Centre Helper
  
  What’s really happening when the numbers look good – but the reality tells a different story? Here, Danny Wareham explains why we gravitate towards metrics so much, and how a better understanding of the paradox of metric fixation can help drive real performance improvements.On Paper, Performance Is Improving – In Practice, Something Has Been LostA contact centre team is celebrating. Their Average Handling Time has fallen by 18 seconds, adherence is above target, and customer satisfaction i
  
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