Call Type Tracking Process

Author: CCa2z

Date: 18th January 2005

Most call centres have an understanding of why their callers phone but not generally a detailed understanding of the actual call 'types'.  Call tracking is the logging of calls by call 'type'.

Call tracking is essential in any call centre and is undertaken for a number of reasons:

  • To avoid calls - stop unnecessary calls coming in.
  • To establish call types for IVR resourcing or skills-based routing.
  • To provide call-flow scripts for advisors

Process steps for establishing call 'types'

The following outlines the process you need to adopt to establish your call types:

(1)  First it is necessary to establish a call 'type' tracking process action team.  This should me made up from your front-line advisors, facilitated by a line manager or quality analyst.

(2)  The team should then brainstorm call types at a high level e.g. Payments

(3)  Once high level call types have been established, it will be necessary to drilldown to the sub-levels e.g. Payments > Invoices > Do not understand invoice.

(4)  This is also the perfect opportunity to brainstorm non-resolution reasons, as to why advisors cannot resolve a call live.  This will ultimately help improve non-resolution rates.

(5)  Once the brainstorming is complete, create pilot lists of call types and non-resolution reasons.

(6)  It is then necessary to review and refine lists using incoming calls to validate.

(7)  Once validation is complete it necessary to develop pilot call tracking forms for advisors to use.

(8)  The next step is to pilot the tracking form.

(9)  One tracking form is to be used per call including reason for non-resolution of call.

(10) Advisors to tally their daily totals.

(11) Line manager to tally advisor totals.

(12) Team totals to be entered into spreadsheet.

(13) Process action team to identify areas to address.

(14) Process action team to review call tracking form.

(15) Modify call tracking form if necessary.

(16) Develop call avoidance strategies.

(17) Develop call non-resolution strategies.

(18) Develop performance improvement procedures.

(19) Analyse call 'type' tracking data.

(20) Review process improvements.

(21) Modify process improvements if necessary.


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