Root cause analysis

Customers who have to call your service center multiple times to get their problem solved is not only problematic in terms of a poor customer experience, but also costly for your business. 🤬 💸

Preventing repeated calls are much easier if you know what drives these calls.

Luckily Capturi will help you get these insights 🎉

The repeat call filter allows you to do create 2 views.

1. What topics drive repeat calls?
   Use the key topics og trackers to see if there are specific topics that are overrepresented among the calls causing repeat calls.
   

2. Which agents are driving repeat calls?
   As with topics, it is also possible to see if there are specific agents that are more likely to cause repeated calls.

Combine the two views and you will get a pretty good idea of where to focus if you want to reduce the number of repeat calls.

Check out the video for a quick guide on how to use the filter.

⚙️ Settings

Excluding specific phone numbers from the analysis

If you have phone numbers who are expected to call multiple times during a day or week, you can exclude these from the analysis by adding them to the blacklist on the organisation page.

Default value settings

The default setting can be configured on the organisation page by users with the role Owner. There are two settings.

1. Time since previous call.
   Is the duration between the first and second call, and defines when a call is categorised as a root/repeat call.
   

2. Minimum distance
   To prevent forwarded calls from being categorised as a repeat call, it is possible to set af minimum distance to the next call. For instance 15 min, which allows for some queue time between the calls.