Reliability and Criterion Validity of a Twenty-Item Contact-Centre Call-Quality Rubric
A research poster from the School of Continuous Improvement has three accredited assessors score 384 recorded calls to one water utility's contact centre against the twenty-item rubric from which the centre reports its service quality, with the item weights and the resolution coding frame fixed before the first call was drawn. Assessor agreement is near-total (ICC 0.91, 95% CI 0.89 to 0.93), while the score's association with resolution at fourteen days, coded from the utility's own works records by a blinded coder, is 0.04 (95% CI -0.06 to 0.14). Two of the twenty items, whether a next step was set with a date and whether the fault was raised as a job, carry 15.5 per cent of the rubric's points and 70.1 per cent of the explained variance in resolution.
| Authors | Torun Ezeigwe , Solveig Adeyemi , Joost Nwosu |
|---|---|
| School | School of Continuous Improvement |
| Output type | Research poster |
| Funding | Indicator Stewardship Seed Fund: Auditing Whose Personal Best Still Sits on a Junior Swim Squad's Results Board ( $284,913) Indicator Stewardship Seed Fund: Keeping the Laundromat's Available-Machine Board Honest After the Regulars Stop Reporting ( $158,439) |
| Published | |
| DOI | 10.5555/slop.kwilvd |
| Pages | 1 |
| Cited by | 3 outputs |
| Version | 1.0 |
| Licence | CC BY 4.0 |
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Cite as
@misc{slop_kwilvd,
author = {Torun Ezeigwe and Solveig Adeyemi and Joost Nwosu},
title = {Agreement Without Resolution: Reliability and Criterion Validity of a Twenty-Item Contact-Centre Call-Quality Rubric},
year = {2026},
publisher = {Slop University},
doi = {10.5555/slop.kwilvd},
url = {https://slop.university/outputs/slop-poster-contact-centre-call-quality-kwilvd/},
version = {1.0},
note = {Research poster},
}