Recorded Webinar: Driving Down Repeat Contact


First Contact Resolution has got a lot of airplay over the last few years, but it is more of a concept than a measurement.

The real measure is driving down repeat contacts.

In this webinar we look at a number of key areas – from cutting out avoidable contacts, to better escalation procedures – our panel of expects share their experience that they have learnt the hard way.


  • Introductions – Rachael Trickey, Call Centre Helper
  • Peter Massey, Budd
 Peter Massey slides from Repeat Contact webinar

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  • Lee Cottle, Playvox
Lee Cottle slides from Repeat Contact webinar

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  • Jo Hale, Customer Services Expert
 Jo Haleslides from Repeat Contact webinar

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Topics Discussed

  • Tried and tested ways to bring down repeat contacts
  • The causes of repeat contacts
  • Root cause analysis
  • Removing avoidable contact
  • Escalation procedures
  • The impact of Average Handling time (AHT)
  • Measurement, monitoring and tracking repeat contacts
  • Fixing broken processes
  • Adding FCR to Your Quality Assurance (QA) Checks
  • Top tips from the audience
  • Winning tip – “We have trained our team with call handling techniques such as “Wallpaper Effect” i.e. agents ignore previous contacts and don’t make assumptions,
    “Traffic Light” i.e. green is a calm customer – red is emotional.
    It allows each interaction to be judged and handled on its own merit. We have also introduced a knowledge base with decision trees and easy to understand/follow process maps. All this is followed up with regular coaching.”
    thanks to Gavin15

Original Webinar date: 31st March 2022


Peter Massey - Headshot
Peter Massey
Jo Hale - Headshot
Jo Hale
Customer Services Expert
Lee Cottle - Headshot
Lee Cottle
Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper
Author: Rachael Trickey

Published On: 15th Mar 2022 - Last modified: 27th Nov 2023
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