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Customers expect fast and accurate resolutions for their problems. If you fail to deliver this, they will likely call back multiple times, more annoyed with each call. Here enters the vicious cycle of repeat calls.
Repeat callers are already disappointed in your product and customer service. The anger they vent on calls demoralizes the agents and impedes their ability to address customer problems quickly.
This, in turn, hampers the call center’s overall productivity and diminishes the quality of the customer experience. This blog will discuss a few practical steps you can implement to minimize repeat calls at your contact center.
Table of contents
Who are Repeat Callers, and What is repeat call analysis?
The term “repeat callers” refers to individuals who contact or call customer service multiple times to find solutions related to the product/service.
In customer service, repeat calls indicate unresolved issues, dissatisfaction with customer service, or a need for additional assistance.
Understanding the reasons behind repeat calls will help call centers:
- Improve customer satisfaction
- Reduce operational cost
- Enhance agent productivity
- Increase first call resolution
- Facilitate internal training and process improvement
On average, 32% of calls in a call center are repeat calls. Further, these repeat callers dial 3.4 times and talk to agents at least 3.14 times in a month. This is almost once a week!
This is where repeat call analysis plays a crucial role. Repeat call analysis in a call center is the process of analyzing data and identifying the reasons behind these calls.
The analysis provides valuable insights that help you uncover and resolve the core problems causing repeat calls.
Top 7 Ways To Reduce Repeat Calls
Your strategy to address the increasing number of repeat calls should be as per your repeat call analysis report. The problems and solutions you devise can differ from those of other call centers. What works for one call center cannot be the foundation for others.
1. Implement Skill-Based Call Routing
The expertise of agents varies. So, it becomes crucial to connect the customer with the right service agent to resolve their issues quickly.
The focus should be on accurately identifying customer issues and diverting the call to the suitable agent with the knowledge and expertise to resolve them.
Correct call routing leads to faster problem resolution, which ensures customer satisfaction and increases call center productivity.
To achieve this, call centers should focus on implementing skill-based call routing strategies.
2. Create a Single Source of Knowledge
A centralized knowledge base consolidates all relevant information in a unified place. The knowledge base acts as a single source of truth for agents, where they get access to consistent and actionable knowledge.
This enables them to quickly find the correct contextual information and resolve customer queries with accuracy. Mistake-proof faster resolution of customer complaints results in higher CSAT scores, productivity, and fewer repeat calls.
3. Build a Comprehensive Self-Service Directory
88% of customers expect brands to have an online self-service portal.
A self-service directory helps customers find the right solution for their problem with just a few clicks. It enables them to resolve their issues without the need to contact a service agent.
Further, customers find self-service far more convenient than explaining the issues to an agent on call, which takes time and effort.
However, a seamless and successful self-service experience needs the backing of a relevant and consistent knowledge base.
An effective knowledge base software converges all information through FAQs, articles, and next best action workflows. This makes it easy for customers to browse and find the correct solution quickly.
4. Utilize Customer Feedback to Improve Agent Performance
A customer feedback system lets you determine what triggers the repeat calls. Whether it’s inaccurate solutions, delays, or any other inefficiency, you will know the problems compelling customers to call repeatedly.
Later, you can analyze this data to modify your customer service strategies and training resources. You can use the insights to train agents on how to solve customer issues promptly and avoid repeat calls.
5. Offer Accurate Answers to Improve FCR
The standard FCR score for call centers is 70%. This means that 30% of customers must call back to resolve the same problem.
Solving customer queries promptly on the first call equals high customer satisfaction, lower repeat calls, and support costs.
To bolster FCR, employ strategies such as presenting customer details to agents beforehand, refining call routing, and empowering agents with the right knowledge and training to handle diverse scenarios.
6. Use the Callback Technique
Customers hate to wait in line. This is evident from a survey that shows approximately 63% of customers prefer a call-back option.
You can set up a system on your website, customer chatbot, or on-call, enabling them to schedule the call at a preferred time.
The callback technique does two things.
Firstly, it avoids customers’ frustration and displeasure with the support services.
Secondly, the callback system tracks customer contact details and creates a streamlined virtual call queue with estimated wait times.
7. Implement Last Agent Routing Systems
The most frustrating thing for a customer is to explain the same thing to every new agent repeatedly.
The customer gets annoyed and ends up venting their anger on agents. This puts a hold on their complaint resolution. Plus, the business suffers due to poor customer experience.
The last agent routing system sends the customer back to the agent who handled them previously. This way, customers don’t have to share the same information again. Instead, they can continue the complaint resolution process from where they left off.
This saves time, increases service quality, and enables agents and customers to find the right solution quickly.
How can Knowmax Help you Reduce Repeat Calls?
Knowmax is a CX-first Knowledge Management System. It delivers instant answers to customer service agents via digestible content formats like next best action workflows, visual how-to guides, articles & FAQs.
Powered by Gen AI, agents can simply turn their information search into interactive question-answering, which reduces the time and effort needed to locate information.
Knowmax also integrates with your everyday CX tools and communication channels so agents can access relevant knowledge within their workflow. This empowers agents to resolve customer issues in the first interaction, minimizing repeat calls, customer effort, and eventually support costs.
