10 Questions
What is the primary reason why customers call back to verify if the issue was solved?
They want to confirm that the issue is resolved
Which of the following is NOT a key takeaway from this chapter?
The best reps are born with exceptional customer service skills
What is the primary goal of forward-resolve strategies?
To prevent adjacent issues from arising
What is the limitation of first contact resolution (FCR) as a metric?
It focuses only on resolution of the customer's stated issue
What is an example of an experience issue that can lead to repeat contacts?
An emotional disconnect between the rep and the customer
Which of the following is a characteristic of companies that excel in customer service?
They teach their reps to forward-resolve issues
What is the primary benefit of teaching reps to connect with customers in a way that makes them feel more confident about the resolution?
It reduces the number of repeat contacts
What is the primary goal of measuring callbacks?
To identify areas for improvement in customer service
What is the primary benefit of using triage mapping?
It helps reps to anticipate and prevent adjacent issues
What is the primary goal of callback prevention strategies?
To prevent adjacent issues from arising
Study Notes
Repeat Call Rates and Performance Data
- Companies can track repeat call rates to identify top-performing reps and those who need coaching
- It's essential to focus on general performance tendencies rather than precise numbers to avoid debates and ensure fairness
Benefits of Measuring Callbacks
- Identifies issues and areas for improvement
- Encourages best performers to suggest policy and process changes to reduce repeat calls
- Improves customer experience by reducing unnecessary calls and ensuring customers feel supported
Next Issue Avoidance
- Positioning next issue avoidance as a way to save customers time and energy can lead to increased sales and customer satisfaction
- Automating next issue avoidance principles in self-service channels can also reduce customer effort
Fidelity Investments Example
- Fidelity's service team brainstorms recommended next steps for common online issues, reducing repeat contacts and customer effort
Key Takeaways
- Nearly half of all repeat contacts go unseen by companies
- Customers often call back due to indirectly related issues or emotional disconnects
- The most common sources of repeat contacts are adjacent issues and experience issues
- Companies should focus on forward-resolving issues and measuring callbacks, not just first contact resolution (FCR)
This quiz assesses understanding of sales performance metrics, specifically repeat call rates, and how companies use data to coach representatives. It also explores strategies to make performance data feel fairer to reps.
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