Source of enquiry

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Source of enquiry
We are having a problem with our agents using a generic code for customer source of enquiry, rather than using the actual code the software presents them with (habit, laziness etc).

Has anyone else had this issue, and if so, what action did you take to remedy this (aside from the obvious penalty to call scores, bonus deductions).

Helper

Call Centre Helper

Good old fashioned coaching
If the advisors are being lazy then the answer is good old fashioned coaching. Monitor the calls and look at the code that was used. It may be that you don't have a code that was suitable. Or maybe they just don't see that it is relevant and impacts anything.

Or maybe the advisor is lazy. Either way if you coach them on it every time it happens, they will soon find that it is easier to use the correct code.

Once you have done the coaching then is the time to do the penalties.

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