Reduce Failure Demand


Failure demand is widespread in most contact centres. The average is around 40%. This is typically where people call you because of a failure in a service that you provide,  because you have not solved the problem on an earlier call or where you have not provided the right information on your website.

An easy way to measure this is to listen to 100 calls and to score them if they are as a measure of failure demand.

For more information read our article on how to reduce failure demand

Published On: 11th Jun 2012 - Last modified: 17th Jul 2017
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1 Comment
  1. The concept of ‘failure demand’ was first discovered and articulated by Professor John Seddon of Vanguard Consulting in 1992.

    If you wish to learn more about the technical definition of ‘failure demand’ google it.

    It provides you with rich detail about the concept.

    Howard Clark 1 Aug at 1:37 pm
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