Recorded Webinar: Driving Down Repeat Contact – Video

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

Peter Massey

Budd

Jo Hale

Customer Services Expert

Lee Cottle

Playvox

Rachael Trickey

Call Centre Helper

This webinar was brought to you by Call Centre Helper and is sponsored by Playvox