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