Why Accuracy Is the New KPI

Most contact centres still measure success by speed: handle time, queue depth, calls per hour. But accuracy is quietly becoming the real competitive metric.

When a call is closed quickly but data is wrong, it re-opens later as a complaint, repeat, or escalation. That’s wasted effort twice.

Accuracy builds:

• Trust — customers believe what’s logged is correct.
• Compliance — fewer privacy or verification errors.
• Confidence — agents stop double-checking and start solving.

EOV6 was designed around this shift. By giving agents a friction-free way to confirm details in writing — without storing personal data — it turns every call into a one-and-done interaction.

The next era of contact centres won’t just be faster; they’ll be more precise. That’s the KPI that actually moves the bottom line.