The dreaded topic of conversation no doubt but I'm interested in how many call centres out there use a measure for this. What that measure is and how effective they have been putting improvements in place.
This has been a topic banded about in my organisation for quite a while. The rumblings are getting a little closer and louder and I expect in the next month or so it will land on my desk to review.
I'm keen to avoid pitfalls that some of you may have encountered and gain some insight.
I'm aware of the difficulties in using the information provided direct to us from out telephony supplier in terms of customers having more than one number. However initial analysis shows the same numbers calling more than once in the day and a number of times over a month.
The nature of the business is that customers may have good reason to call in more than once a month.
The business unit in question has one main number (makes things easier) that splits into 3 queues, two linked to the mainframe and one unknown queue.
My initial thoughts are to focus on reducing the repeat callers on the same day from the same number. Accepting the fact this is not going to cover every repeat caller but it's a good place to start.
Please reply as I would genuinely like to hear experiences from all those using repeat callers as a measure, those who looked into it and decided against it and those who did use it and no longer measure it.
Thanks in advance and apologies for the long post, wanted to make sure I was clear......?