Reduced Repeat Caller

Solution Approach & Actions

Repeat Calls were the biggest pain area for the client. The same-day repeat call rate was at 18% and the overall repeat call rate was at 37%.

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  Script Changes / Training / Refreshers

  • Refreshers planned and executed on the opportunities related to advisor’s skill set.
  • Changes were made and executed in scripts to share prompt information related to specific call types in order to avoid repeat calls.
  • Error-proofing (Visual/System) to ensure no vital information is missed out on calls.
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  Change in Training Approach

  • Inputs provided by VOCs and ACPT to make alterations in our existing Training programs.
  • Special focus laid on top contributing call types.
  • Training sessions included gaining insights from past customer calls to ensure effective customer interaction.
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  Escalation Desk

  • Deployed an escalation desk to handle critical queries on priority.
  • Advisors were instructed to transfer the escalations/critical issues to the Escalation desk promptly.
  • The customer service team was offered additional rights to provide instant resolution to the customer and avoid repeat calls.
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  IVR / Process Changes

  • Process level improvement areas were highlighted to the client in order to avoid customer call backs.
  • Changes were made in critical processes like return, snapshot, delivery etc.
  • Error-proofing to avoid gaps in the system, including duplicate entries of account number while processing refunds, highlighting priority customers based on recent complaints, etc.
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  Prompt Communication Via Sms / Emails

  • SMS/EMAIL triggers at critical touchpoints/process levels to resolve queries.
  • Changes suggested and incorporated in the communication process to avoid confusion and angry/frustrated calls.
  • NDR calling suggested to verify client’s remarks and reattempt deliveries proactively as per VOC.