A Repeat Call is Most Likely to be Caused by an Agent

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

Published On: 7th Jan 2015 - Last modified: 24th Sep 2019
Read more about - Archived Content,

Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.