Develop call tracking process and methodology

(See call tracking process flow)

Identify call trackers

Identify call types

Develop call tracking forms

Set up spreadsheet to collate data

Track incoming calls

• By call centre function
• By call types categories
• By call types
  • Payment Enquiries
    • Direct Debit
    • DD Cancellation
       
• Track reasons for non-resolution of calls
  • Identify generic (if appropriate) reasons for non-resolution
  • Call Transferred
  • Back Office call-back
  • Caller to write in or email
  • Not empowered / no authority
  • System support
  • Other
     
• Provide analysis of data
  • Call types
  • Non-resolution