The Best Way to Understand Why Customers Contacting You? Listen to Them

Almost a third of contact centres try to understand why their customers are contacting them by collecting reason codes – either through a CRM or internal system.


Poll – “What is the best way to understand Why Customers are Contacting You?” – answers

Listening to calls – 33%
Reason code in the CRM or Knowledge Management system – 28%
Ask your agents – 21%
Customer Surveys – 15%
The phone line they called / IVR buttons pressed – 3%

Poll – “How do you collect the reason codes?” – answers

CRM System – 45%
On Internal System – 39%
Knowledge Management System – 6%
On Paper – 6%
Other – 3%

Source: Call Centre Helper Webinar Poll – Webinar: Understanding Why Your Customers Are Contacting You     Sample size – 99     Date: March 2016

Published On: 13th Apr 2016 - Last modified: 18th Feb 2020
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