You might have the friendliest contact center on the planet, but odds are good that when a customer calls twice in a row, it’s not because they’re looking to shoot the breeze or catch up with their favorite agent.
Repeat callers are typically frustrated callers. And the reality is, they’re a massive drain on a contact center’s time, resources, and capital. I mean, they might even be inflating your call metrics to a point that you don’t even know how many unique callers you’re actually getting. We’ll dig into the specifics of battling this Groundhog’s Day problem.
This episode was adapted from our article, “Secrets to Reducing Repeat Callers in Your Contact Center.”
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Written and hosted by Sam Salerno.
Produced and engineered by Jared Evers.
Edited, mixed, and mastered by Adam Griffith.
Artwork designed by Rob Beckham.