How Smart Algorithm can Crack the Recontact Issue Related Articles Using Conversational AI For Smart Routing Next-Issue Avoidance - Techniques to Avoid Getting Repeat Calls Definition: Contact Centre Jargon and Terminologies Chatbots or Smart IVRs - Which Is Better for Your Customers? © Pablo Lagarto-Adobe Stock-225456304 120 Filed under - Industry Insights, Comdata Increasingly, interchanges between companies and customers are being facilitated by developments such as Predictive Analytics and Operating Systems Based on Artificial Intelligence that crunch terabytes of big data in the blink of an eye. One key area where such developments have the potential to make major improvements in customer service and boost profits is the recontact, the moment when a customer gets in touch with a call centre or directly with a company to lodge a complaint or simply raise a problem. “For Most Organizations the Rate of Recontact is 15-20%, This Means 2 out of 10 Calls are Potentially Wasted. On top of That, it is an Indication as Customer do not get What They Want.” In customer care, the level of recontact is a key indicator of customer satisfaction. Comdata has developed a smart algorithm system to reduce recontact rate, predict and also intervene in real time. “We had to be fast because the re-contact happens quickly, and we needed to react in time. The Comdata approach is different, not because we use lots of parameters, but because we have designed a system to predict and then pro-actively correct the situation before the customer calls.” said Ronen Melnik – Head of Comdata Digital. The Results: Increase of Customer Satisfaction and Significative Cost Reduction. Watch this video about how smart algorithm can crack the recontact issue. Author: Guest Author Published On: 5th May 2021 - Last modified: 1st Feb 2022 Read more about - Industry Insights, Comdata Recommended Articles Using Conversational AI For Smart Routing Next-Issue Avoidance - Techniques to Avoid Getting Repeat Calls Contact Centre Jargon and Terminologies Chatbots or Smart IVRs - Which Is Better for Your Customers? Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter