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.

Agenda

• Introductions – Rachael Trickey, Call Centre Helper
• Peter Massey, Budd

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• Lee Cottle, Playvox

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• Jo Hale, Customer Services Expert

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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

Panellists