Root cause analysis
Root cause analysis – One of the techniques we have pioneered to get to the root cause of problems we identify is targeted call listening.
Amongst other things, this quickly identifies the causes of Avoidable Repeat Contact, arguably the biggest overhead for operational contact centres.
We can also profile and provide a Customer Effort Score for every unique caller, and produce a list of the best and worst calls, or calls that share particular characteristics.
Listening to those targeted calls gets you to the heart of the problem and the solution, faster and more cost effectively than the traditional approach of listening to calls at random; which is like trying to find needles in a haystack.