Assertion Partly supported AI assessment confidence: 85% certainty 4/5 debate potential 2/5

Zed Inam: Contact center employee net promoter scores are often negative

Zed Inam · Embedded AI: The Questions Every CEO is Asking · Jun 2, 2023 · at 1:44

Zed Inam is the co-founder and CEO of Cresta, an AI platform for contact centers. He discusses high turnover rates and low job satisfaction among customer service agents.

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“Employee net promoter score for contact centers often less than zero.”

quote is from the automated transcript, cleaned for reading: filler sounds and stutters are removed, nothing is rephrased. names can be misheard (the analysis reads context, assessments check outside sources). how →

The claim, plainly

Contact center employee net promoter scores (eNPS) are frequently less than zero.

a quote alone can be ambiguous, so this restates it with the references and context of the conversation around it resolved. AI-written; the tape below the player is the source.

Assessment

The claim states that contact center employee net promoter scores (eNPS) are frequently less than zero. Industry survey guides and company disclosures confirm that contact centers frequently record negative eNPS scores at the team, location, and site level (as well as specific division reports, such as TAKKT Group's sales and call center division scoring -5 in 2024). However, aggregated macro-level industry benchmark averages generally aggregate to low positive numbers (single digits or near zero) rather than negative averages across entire published macro datasets. Thus, while negative scores are frequent at operational and site levels, published macro benchmarks remain slightly positive.

TAKKT Group 2024 Annual Report disclosed its sales and call center division's average eNPS fell to -5 in 2024.
Alterna CX, TechTarget, HRBench, and Questback industry analyses note that contact centers frequently record negative eNPS values at individual site, team, and pulse-survey levels.
Stealth Agents 2026 statistics note frontline contact center eNPS routinely lands near zero or in single digits, while broader industry macro-benchmarks remain in positive territory.

Checked against

[1] feedbackpulse.com [2] zonkafeedback.com [3] aihr.com [4] zonkafeedback.com [5] givainc.com [6] hubspotusercontent-na1.net [7] checkbox.com [8] peopleware.com

contact center employee net promoter score benchmark below zero contact center eNPS industry average benchmark report contact center eNPS benchmark average median call center employee net promoter score average benchmark negative "eNPS" "contact center" "average" OR "median" "less than zero" OR negative OR "-10" OR "-15" OR "-20" "SQM Group" "eNPS" call center OR contact center benchmark "eNPS" "contact center" negative OR "less than 0" OR "below 0" "average eNPS" "call center" OR "contact center" benchmark

assessed as of 2026-07-28

This assessment is an AI reading of a public statement, made against the cited references with the confidence shown. It can be wrong. The quote, the tape and the references are all on this page; if something is off, use report an error below. full disclaimer →

Mentioned

contact center

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