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Problem / Issue Resolution



Areas we look at include:

Identification. Is the agent able to quickly identify the problem?

Root cause. Is there a root cause analysis function? Did the problem originate in the call center or an external department? Is the problem or issue related to a one-time event or is it systemic?

Empowerment. Is the resolution process "principle" or "procedure" based? Does the problem resolution process, performance management, training and coaching, culture, compensation, and recognition programs support this?

Resolution. Are there pre-established guidelines for an agent to follow that leads to the resolution of a specific problem/call type? Are they easy for the agent to follow?

Escalation. Is there an escalation process in place? Who takes escalated calls? How much information is transferred with an escalated call? How are escalated calls resolved?

Reporting. What method is used to count and categorize the problems? Does anyone outside of the call center review and take action on the problems reported through the call center? Is call volume tracked by problem call types?

Impact. Is the cost per call type calculated and added to the cost allocated to resolve the problem? Is anyone responsible for tracking the cost of problems? Does it meet the customer’s goals? Does it meet the customer’s expectations? Is the customer’s experience positive?



Typical outcomes include:

Decrease call volumes by identifying root causes and having the appropriate department fix problems that negatively impact customers, or are costly for the company.

Improve first call resolution by identifying call types that are escalated and creating resolution processes for agents to follow.

Increase customer satisfaction and reduce the cost to resolve problems by creating resolution processes for agents to follow.