Process Failures are the Main Reason for Repeat Calls

2191

According to our poll, 68% of industry professionals think that process failure is the main reason for repeat customer calls coming into their contact centre.

With multiple options allowed, our participants also revealed that repeat calls are likely to stem from “an agent” (55%) and involving other departments (55%).

Poll – In your organisation a repeat call is more likely to be caused by… – answers

Website and contact centre not joined up – 18%
The customer – 29%
An agent – 55%
Other departments need to be involved – 55%
A process failure – 68%

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

Source: Call Centre Helper Webinar Poll – Webinar: How to Improve First Contact Resolution Sample size – 136 Date: March 2015

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