According to our poll, 61% of contact centre professionals believe that the most likely reason for a repeat call is agent performance.
Other commonly selected reasons were process failures (54%) and the need to involve other departments (47%).
Poll – “A Repeat Call is Most Likely to be Caused by…” – answers
- Website and contact centre not joined up – 19%
- The Customer – 22%
- Other departments need to be involved – 47%
- A process failure – 54%
- An agent – 61%
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source: Call Centre Helper webinar: Improving First Contact Resolution Sample size – 148 Date: October 2014
Author: Megan Jones
Published On: 7th Jan 2015 - Last modified: 24th Sep 2019
Read more about - Archived Content, Repeat Calls
This is a really interesting result. I’ve been thinking about it and I concluded that I would call “agent” a symptom rather than a cause.
Agent failure being a symptom of poor leadership, inadequate training, systems not for for purpose, failure of recruitment process etc. It would be fascinating to get behind the symptom to really understand the failure.