Failure demand is the term used in call centres when contacts come in regarding a fault of the company within the customer journey. In other words, the business’s failure to do something.
For example, a failure to call back, stock enough of a particular product to align with a marketing campaign, deliver something on time, or something of that nature, which in turn creates extra demand for the contact centre.
When such events occur, this extra demand is known as failure demand.
For more information on failure demand, read our article: Failure Demand – Reducing Cost and Improving the Customer Experience