Undoubtedly, all customers want customer service agents to give them the best solution in the quickest time possible for their questions and issues.
If agents make customers wait too long or do not provide an accurate answer for them, they most definitely call back more frustrated than before.
Repeat callers are annoyed and more likely to vent their displeasure when they talk with a call centre agent, which becomes a liability harming call centre productivity and leading to customer churn and retention problems.
However, there are some effective methods to decrease repeat calls to the minimum and, simultaneously, to improve agents’ morale.
Who Are Repeat Callers in Call Centres?
Repeat calls happen when customers repetitively call customer service for the same issue, which was not resolved the first time they called.
Of course, the definition varies based on who you ask. For example, some consider any call from the same customer within a specific period a repeat call, while others only consider it a repeat call if it was about the same issue.
Generally, when customers call customer service, they are usually looking for an answer to their question or a solution to their problem.
They need someone to fix their issue immediately and do not want to call back for the same problem.
Repeat calls show poor customer service within a company because they reflect those call centre agents who are not equipped effectively.
It also implies that customers or repeat callers are unhappy with customer service because it took them longer than expected to receive the needed help.
According to some studies, almost 32 percent of incoming calls in call centres are from repeat callers on average.
However, the number of repeat calls varies depending on the industry, area of expertise, and type of customer service.
Generally, repeat callers dial 3.4 times every 30 days. The repeat callers talk to call centre agents at least 3.16 times a month, almost once a week!
What Is Repeat Call Analysis?
Repeat Call Analysis identifies the reasons for repeating calls to customer service.
While conducting this analysis, contact centres aim to address some fundamental issues and questions, including:
- Are they because of unsolved problems?
- Are these calls because of multiple problems?
- Are they for checking the status of an order repeatedly?
Answering the above questions helps to understand the root cause of repeat calls, which helps call centre leaders to identify the core problem and resolve it at the root.
How to Reduce Repeat Calls in Call Centres?
There are some effective methods to reduce repeat calls in a call centre. However, these methods go a long way in helping businesses to improve customer experience and reduce operating costs.
Let us get to them:
1. Match the Customer With the Most Skilled Agent
It is essential to understand why the customer is calling and then connect them with the right call centre agent.
Connecting customers with the most skilled and experienced agent in the related issue is critical in reducing repeat calls in contact centres.
If all the customer’s issues are not appropriately resolved, they ultimately become frustrated. For example, it increases the rates of repeat calls in the support centre.
Correct routing and resolution are necessary procedures for improving customer satisfaction and retention.
A suggested way to achieve this aspect is that call centre managers do proper and comprehensive skill-based routing.
2. Analyze Calls to Determine Reasons for Repeat Calls
Call centre managers should implement active feedback processes in their units, receive customer feedback, and store it in the system.
All data may be gathered using markers that depict the path taken by the support resolution query. It can be examined later to determine the particular causes of each incoming call.
Managers can use this analysis to modify the training procedures and give agents the tools to handle requests for resolution more effectively and quickly than ever.
Additionally, it can be applied to enhance a product’s FAQ area and even the introduction to the client.
Call centres use speech analytics tools to identify the most common client complaints so that customer service representatives can look for workable solutions.
3. Train Agents About Cause and Effect
Typically, call centre employees look forward to contributing to the solution. They expect to deliver top-notch customer service when they take on this demanding position.
Employees should receive some agent training at the entry level during the hiring process to help them understand why repeat calls happen in contact centres.
According to the data, employees should learn about the nature of repeat calls and the main reasons.
They also should be alerted about associated costs for not being able to provide timely and accurate solutions to the customers.
4. Discover All Possible Complaints in Repeat Calls
Customers may call with several problems. Unfortunately, cost-cutting measures and other time-related practices rush callers off the phone, leaving them with the impression that their complaints have not been fully resolved.
If managers train call centre agents properly and let them out of rigid policies, they may help them reduce repeat calls in a call centre.
A call centre can aid in achieving these objectives by identifying all concerns that were unimportant or went unnoticed by the customer.
AHT is an essential metric in call centre performance; however, better FCR reduces repeat calls.
5. Implement Effective Last-Agent Routing System
If customers do not receive the desired response, they call back. For instance, a consumer may contact several times to reinstate or extend a product’s warranty until it is approved, or a senior agent handles such a request.
Last-agent routing sends clients back to the call centre agent who last handled their call to encourage excellent customer behavior.
6. Create a Knowledge Centre for Reducing Repeat Calls
A knowledge centre is a server-based, easily accessible library where agents can look up relevant information and contribute to problem-solving procedures.
In addition to receiving the necessary training, staff members must have access to a database of knowledge that could aid them in resolving customer issues and be prepared to share this knowledge with other agents.
This procedure offers a method for self-training agents. If the agents have simple access to information, they can fix the customers’ problems and make the process more engaging rather than rushing them off the line.
Companies and organizations usually use knowledge centres, which become their knowledge asset.
7. Improve Agents’ Skills for Solving Repeat Calls
In customer service centres, human operators or agents route and handle nearly all incoming customer calls.
Therefore, it is crucial to provide the agents with the necessary skills and expertise to function at a high level if there is to be any discernible improvement in the rate of handling incoming calls and the quality of service.
It is a crucial component and can be the initial step in a contact centre’s efforts to cut down on frequent calls.
It is also advantageous to establish and keep a central hub of knowledge that customer service representatives can easily access.
8. Provide Self-Service Options for Repeat Calls
Customers can be trusted with enough information to solve their issues through different opt-in platforms and mechanisms.
Ensuring they possess the knowledge and skills to monitor requests and updates whenever they see fit while relieving companies of the burden.
This process also stops them from calling customer service for every minor issue they can resolve.
Voice Bot or Smart IVRs are some practical solutions for achieving a high level of self-service in call centres.
9. Hold Post-Call Surveys
Holding and managing post-call surveys go a long way in reducing repeat calls in a call centre.
Post-call surveys are conducted on particular KPIs, not just the call centre agent or team, but the organization as a whole. However, it primarily focuses on the former.
By using these surveys, businesses may pinpoint areas for improvement and, if necessary, follow up with customers via their chosen channel to resolve any outstanding issues.
10. Manage Needs and Expectations for Repeat Calls
Customers occasionally phone customer service departments with excessively high expectations of the support staff!
These clients become quite irritated and frustrated if they do not obtain the support they anticipate.
Agents should be thoroughly informed of their areas of responsibility, the limits of their ability to provide support, and what a customer can reasonably anticipate from a service call.
Customers should be well informed of what will occur when they hang up to minimize the likelihood of recurrent calls.
Customers are not the only ones who feel the effect of repeat or abandoned calls. Call centre agents also need a way to buffer an angry customer. The first and most effective step to reducing repeat calls in a call centre is helping customers quickly and efficiently.
This article discussed all you need to inform call centre agents about repeat calls and how to counter repeat callers practically.
This blog post has been re-published by kind permission of Scorebuddy – View the original post
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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.