Contact Propensity

Author: Call Centre a2z

Date: 19th July 2013

Contact propensity is referred to as the likelihood of a customer repeat contact.

This propensity is said to increase where after call wrap notes are not entered by the agent - the inference that the call was not handled adequately.

The CRM related measure reflects the percentage of contacts updated against the total number of contacts handled. Targets can be set at 95% and measured by agent and all reporting hierarchies.

Often companies also carry out an account 'health-check' to anticipate and eradicate any likely future enquires and thus, further reducing the propensity to call. This elemnet of the customer contact can be picked up through speech analytics and quality monitoring.


Print this page

Share this
email this page to a friend print this page