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