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Telling a Story with Low Call Volume Messages in this topic - RSS

chet.g.melvin
chet.g.melvin
Posts: 2


10/23/2015
chet.g.melvin
chet.g.melvin
Posts: 2
Even though our contact center may receive low call volume around certain issues, we are confident that the volume is low only because all customers are not taking the time to call. Basically, the calls we receive are the "tip of the iceburg" in terms of customers making their voices heard. We were hoping there was a percentage calcuation (even if it's a huge approximation), that will help us translate call volume into a percentage of population. At a past contact center conference, I remember one of the instructors issuing some type of statement that read, "for every 1 caller, there are usually 20 that are experiencing the same issue". If there is anyone who knows this stat or something very similar, please let me know. Thank you.
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jrobbins
jrobbins
Moderator
Posts: 14


10/28/2015
jrobbins
jrobbins
Moderator
Posts: 14
Hi Chet! You ask a great question here and there is definitely a solution to this challenge of understanding how to map customer complaints to a total percentage of your customer base. The best approach is to execute a one-time survey to determine the ratio of customers who encounter a problem to those who actually report the problem. In the survey, ask a random sample of your entire customer base the following: Did you have problems? Which were the most serious? Did you complain? Where did you complain? The result of those questions will be a chart that addresses the problem people encounter, the percentage that do and don't complain, and the sources that they use to voice their complaint. In order to use this data to determine how many total customers have a problem based on the number who complain to each touch point, a multiplier must be calculated for each touch point. To determine the multiplier for each touch point, divide the total number of customers who encountered a specific problem by the percentage of customers who complained to each touch point. (For example, if 100 people experienced an issue with faulty packaging and 2.5% complained on social media, divide 100 by 2.5, which gives you a multiplier of 40.) Therefore, for every one complaint is posted on social media, it can be estimated that 40 customers have experienced this problem. If you have questions or would like to discuss further, please don't hesitate to reach out to me.
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chet.g.melvin
chet.g.melvin
Posts: 2


10/28/2015
chet.g.melvin
chet.g.melvin
Posts: 2
Thanks for the input. This is helpful. We'll try and go this route.
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