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Reduce Contact Center Call/Conversation Volumes

Repeat Calls and Callers Analysis

  • .WFM forecast based on call volumes. The high the call columes the higher the number of agents/resources i.e., COGQ (cost of good quality) + COPQ (Cost of poor quality)
  • Let's show you what causes COPQ. When COPQ reduces, COGQ will reduce.. Remember COQ = COGQ + COPQ
  • Show the business the ROI i.e., reduction in COQ (Cost of Quality)
  • Reduce churn by reducing the number of repeat calls and callers
  • Improve FCR by reducing repeat calls and callers
  • Use repeat calls to develop your LMS
  • Use repeat callers to re-engineer your process and procedures
  • Lets show you the things that frustrate your customers in your contact center
  • Let's show you the agents that cause poor service level performance 
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