Repeat Contact
Short definition
Repeat Contact: A subsequent customer contact about an issue previously raised with the company.
Meaning and how it works
A second contact about the same issue may indicate unresolved work, but it should be distinguished from an unrelated new request. Contact-centre routing and performance metrics need to be interpreted against service targets, staffing levels and the complexity of incoming requests.
Business applications
- Business scenario:
A customer calls again about an unresolved request, and the CRM shows the earlier interaction history.
What to check before implementation
Agree on metric definitions and reporting periods. A single number without quality, repeat-contact and workload context can lead to misleading conclusions.