Understanding and Reducing Repeat Caller Volumes
This month’s forum explores the challenge of repeat caller volumes and how organisations are addressing it to improve customer experience and operational efficiency.
We’ll look at root causes, practical interventions, and how data, training, and technology can reduce unnecessary calls. We’ll also discuss managing contact from vulnerable customers—especially those who call frequently for connection—and how organisations balance this with operational demands.
Key discussion questions:
- How do you currently track and measure repeat caller volumes?
- What are the most common drivers of repeat calls in your organisation?
- What role does first contact resolution (FCR) play—and how do you define and measure it?
- What strategies or tools have helped reduce repeat contact?
- How do you support vulnerable customers who call frequently, and is this factored into resource planning?
If you have any questions or would ike to contribute to the agenda, then please do not hesitate to get in touch.
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