UK and IrelandRepeat Contacts
Welcome to the Repeat Contacts subject, the available knowlege bank articles are displayed below.
Knowledge Bankknoweldge bank rss
A 'Box' Full of Quality
Too many call centres simply don't do quality, never mind have a quality process to support their call handling. Why does this happen?&nb… View
Call Control
Call control is about controlling the conversation with a customer. There is a cost to the lack of call control and this is observed in longer … View
Call Fulfilment
Call fulfilment is about delivering the outcome which is the purpose of the call. On many instances customers tell tales of having to make a nu… View
Contact Propensity
Contact propensity is referred to as the likelihood of a customer repeat contact. This propensity is said to increase where after call wrap not… View
First Contact Resolution (FCR): Customer Perspective - External Resolved
First Call Resolution can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an exter… View
How to Measure Resolved Live
Measuring the level of resolution live is not always easy and whilst it can be undertaken manually, it should be supported through CRM systems. … View
Resolved Live - What Level?
Resolved live or first-time resolution is a key measure in any contact centre From a customer satisfaction perspective, the customer has an exp… View
Time-based First Contact Resolution (FCR) Reporting Window
Time-based FCR relies on a rolling FCR window. This means that the initial enquiry is perceived to be a FCR but over a period of time the initial r… View