Introduction

The Router Repetition Traffic Report provides insights into repeat callers who contacted the selected Router(s) multiple times during the report period. It displays the frequency of calls and call duration statistics, helping supervisors identify patterns of repeat interactions. This report is particularly useful for monitoring customer experience, detecting potential issues, and improving service efficiency.

Report Breakdown

Header

• Report Name: The designated name of the report.
• Report Type & Period: The original report type and the period covered in the report.
• Selected Routers: The Routers for which the report was generated.

Caller Data Section (Per Caller)

For each caller who made more than one call during the report period, the following data is displayed:

1. Caller Name or Number: Identified name or phone number of the caller.
2. Frequency: The total number of calls the caller made during the report period.
3. Call Duration Statistics:
   • Avg: The average duration of calls the caller had with an agent.
   • Max: The longest duration of a single call with an agent.
   • Tot: The total duration of all calls with an agent.
   • Format: All durations are displayed in MM:SS.

Footer

• Date & Time Generated: The timestamp indicating when the report was created.

How a Contact Centre Supervisor Can Use This Report

Use Case Example: Identifying Repeat Callers and Resolving Recurring Issues

A contact centre supervisor uses this report to monitor repeat callers and investigate potential service issues. Here’s how they can utilize the report effectively:

Identify Frequent Callers:

• The supervisor checks the list of callers who contacted the centre multiple times during the report period.
• High-frequency callers may indicate unresolved issues, process inefficiencies, or customers requiring additional support.

Analyze Call Duration Trends:

• If a repeat caller has long average call durations, this might suggest complex issues requiring extensive troubleshooting.
• If the total call duration is high but individual calls are short, the caller may be experiencing repeated disconnections or unresolved queries.

Investigate Service Gaps:

• If multiple callers show high frequency, it could indicate gaps in first-call resolution (FCR).
• The supervisor can collaborate with agents to determine if customers are calling back due to unclear information, unresolved issues, or long wait times.

Optimize Agent Training & Processes:

• By identifying the reasons behind frequent calls, the supervisor can adjust agent training to improve resolution rates.
• If specific call topics are leading to multiple interactions, FAQs or self-service options can be improved to reduce repeat contacts.

Enhance Customer Experience:

• If certain customers repeatedly call due to technical issues or dissatisfaction, proactive outreach may help resolve concerns before they escalate.
• The supervisor can use this report to implement follow-up strategies for high-frequency callers.

By leveraging the Router Repetition Traffic Report, supervisors can enhance service efficiency, reduce repeat calls, and improve customer satisfaction.

Conclusion

This report is a valuable tool for understanding customer behaviour, identifying repeat callers, and improving first-call resolution rates. By analyzing call frequency and duration, supervisors can optimize resources, enhance agent training, and ultimately provide a better customer experience.