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Reducing Repeat Calls in a Call Center


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#1 Guest_Mike Connolly_* Posted: 23 November 2011 - 06:12 PM

The 3 Steps Needed for Reducing Repeat Calls (from SQM)

Step 1 - Conduct Surveys and/or Analyze Data:

  • Conduct customer surveys on call center FCR delivery… This study measures your call center FCR delivery and provides insights on reducing repeat calls from a customer perspective. Typically, SQM will conduct a minimum of 400 post-call surveys, or use your existing data, to analyze your repeat call reduction opportunities.
  • Conduct employee survey on call center FCR business practices… This study measures your call center FCR business practices and provides insights on reducing repeat calls from an employee perspective. Typically, SQM will conduct a minimum of 100 front-line employee surveys, or use your existing data, to analyze your repeat call reduction opportunities.
  • Complete FCR operational survey… This study measures your call center FCR business practices. We collect data on key aspects of the call center operation from an FCR and financial perspective.
  • Analyze customer, employee and operational survey data… SQM and/or the IDCA improvement team will conduct a deep-dive analysis of all survey data sources to properly understand opportunities for improving operating cost, customer satisfaction and retention by reducing repeat calls.

Note: If any of the survey data sources above are available, then conducting surveys for that source is not required.


Step 2 - Business Practices Review and/or Data Analysis:

  • Analyze quality assurance… SQM and/or the IDCA improvement team analyze your quality assurance business practices to determine its impact on your FCR performance and to provide insights for reducing repeat calls.
  • Listen to calls… SQM and/or the IDCA improvement team listen to calls to evaluate the effectiveness of call flow and desktop applications for resolving customer calls.
  • Review operation… SQM and/or the IDCA improvement team will review and discuss the findings of the customer, employee and operational survey data with senior management. This review is used to gain a clear understanding of operational business practices and agreement on the opportunities for reducing repeat calls.



Step 3 – IDCA Improvement Cycle Process:
At the core of SQM’s repeat call reduction product is a continuous four-step problem-solving improvement process called IDCA. The IDCA Improvement Cycle process is one of the best practices for reducing repeat calls because it uses the voice of the customer as the basis for effectively applying the four-step problem-solving improvement process. Another reason for the effectiveness of the IDCA Improvement Cycle is that all work can be seen as a process. The IDCA Improvement Cycle is a practical approach for improving work processes that are creating repeat calls. SQM’s IDCA Improvement Cycle product uses four major steps (i.e., Identify, Develop, Check, Act) and three specific steps within each major step and includes more than twenty proven analytical process improvement tools to reduce repeat calls.



IDCA Improvement Process Cycle

  • Identify… and analyze repeat call reasons that need to be improved.
  • Develop… and present solutions for reducing repeat calls.
  • Check… to see if the action plan implemented has reduced repeat calls.
  • Act… to achieve the greatest benefit from reducing repeat calls.


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A repeat call reduction team is formed to go through the IDCA Improvement Cycle process. The repeat call reduction team is typically comprised of five to eight cross-functional employees and an SQM consultant. The team spends two to five days going through the IDCA Improvement Cycle process. The IDCA Improvement Cycle process will teach your employees how to reduce repeat calls in a systematic manner. Specifically, by going through the IDCA Improvement Cycle process, team members will learn how to:

  • Use the IDCA process to reduce repeat calls
  • Form and focus a team on reducing repeat calls
  • Use SQM’s survey web portal reporting tool
  • Track the progress of the team going through IDCA
Check out http://www.sqmgroup....-call-reduction for more call center info.


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