Repeat calls represent the single biggest preventable overhead for operational call centres, but these can be difficult to identify and measure accurately. They also represent a significant cost saving opportunity as they can typically account for 20% of all incoming calls.
Whether it's Out of Hours calls, Unanswered or Engaged contact, a worrying 20% of total calls never make it through to an agent. Without insight into these most problematic interactions, it is impossible for organisations to deliver an end-to-end excellent customer experience.
It's typically hard for Marketing departments to match sales with the specific campaigns that generated them. However, Sales and Marketing teams can identify exactly where to spend their DR budgets, without the requirement for expensive additional telephony solutions.