Contact Centre Research

Process Failures are the Main Reason for Repeat Calls

Published On: 26th Jun 2015 08:00

According to our poll, 68% of industry professionals think that process failure is the main reason for repeat customer calls coming into their contact centre.

With multiple options allowed, our participants also revealed that repeat calls are likely to stem from “an agent” (55%) and involving other departments (55%).

Poll – In your organisation a repeat call is more likely to be caused by… – answers

Website and contact centre not joined up – 18%
The customer – 29%
An agent – 55%
Other departments need to be involved – 55%
A process failure – 68%

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

Source: Call Centre Helper Webinar Poll – Webinar: How to Improve First Contact Resolution Sample size – 136 Date: March 2015

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.

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Process Failures are the Main Reason for Repeat Calls

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