Archived Content

A Repeat Call is Most Likely to be Caused by an Agent

Published On: 7th Jan 2015 10:08

According to our poll, 61% of contact centre professionals believe that the most likely reason for a repeat call is agent performance.

Other commonly selected reasons were process failures (54%) and the need to involve other departments (47%).

Poll – “A Repeat Call is Most Likely to be Caused by…” – answers

Website and contact centre not joined up – 19%
The Customer – 22%
Other departments need to be involved – 47%
A process failure – 54%
An agent – 61%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar: Improving First Contact Resolution Sample size – 148 Date: October 2014

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

Connect with Megan on LinkedIn

A Repeat Call is Most Likely to be Caused by an Agent

Topics:

Your Next Read