A Repeat Call is Most Likely to be Caused by an Agent

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According to our poll, 61% of contact centre professionals believe that the most likely reason for a repeat call is agent performance.

Other commonly selected reasons were process failures (54%) and the need to involve other departments (47%).

Poll – “A Repeat Call is Most Likely to be Caused by…” – answers

Website and contact centre not joined up – 19%
The Customer – 22%
Other departments need to be involved – 47%
A process failure – 54%
An agent – 61%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar: Improving First Contact Resolution Sample size – 148 Date: October 2014

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

Connect with Megan on LinkedIn

A Repeat Call is Most Likely to be Caused by an Agent

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