Webinar Replay: Driving Down Repeat Contact
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First Contact Resolution has got a lot of airplay over the last few years, but it is more of a concept than a measurement.
The real measure is driving down repeat contacts.
In this webinar we look at a number of key areas – from cutting out avoidable contacts, to better escalation procedures – our panel of expects share their experience that they have learnt the hard way.
Click here to view the slides
Click here to view the slides
Click here to view the slides
The real measure is driving down repeat contacts.
In this webinar we look at a number of key areas – from cutting out avoidable contacts, to better escalation procedures – our panel of expects share their experience that they have learnt the hard way.
Agenda
- Introductions – Rachael Trickey, Call Centre Helper
- Peter Massey, Budd
Click here to view the slides
- Lee Cottle, Playvox
Click here to view the slides
- Jo Hale, Customer Services Expert
Click here to view the slides
Panellists
Peter Massey
Budd
Jo Hale
Customer Services Expert
Lee Cottle
Playvox
Rachael Trickey
Call Centre Helper
What You Will Learn
- Tried and tested ways to bring down repeat contacts
- The causes of repeat contacts
- Root cause analysis
- Removing avoidable contact
- Escalation procedures
- The impact of Average Handling time (AHT)
- Measurement, monitoring and tracking repeat contacts
- Fixing broken processes
- Adding FCR to Your Quality Assurance (QA) Checks
- Top tips from the audience
- Winning tip – "We have trained our team with call handling techniques such as "Wallpaper Effect" i.e. agents ignore previous contacts and don't make assumptions, "Traffic Light" i.e. green is a calm customer - red is emotional. It allows each interaction to be judged and handled on its own merit. We have also introduced a knowledge base with decision trees and easy to understand/follow process maps. All this is followed up with regular coaching." thanks to Gavin15
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