CRM Systems are Used to Measure Repeat Contacts by Almost Half of Contact Centres

According to our poll, the most common approach to measuring repeat contacts is to use a ‘repeat reason’ code in the CRM system.

Surprisingly, this poll also uncovered that as many as 32% of contact centres don’t measure repeat contacts at all, perhaps placing great emphasis on Forst Call Resolution instead.

Poll – “How do you measure Repeat Contacts?” – answers

No repeat contacts in a given timeframe – 11%
We ask the customer – 3%
Post call survey – 13%
Repeat reason code in CRM system – 47%
We don’t measure repeat contacts – 32%

Source: Call Centre Helper Webinar Poll – 7 Ways to Drive Down Repeat Contacts     Sample size – 143     Date – October 2015

Published On: 17th Feb 2016 - Last modified: 2nd Jun 2017
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