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Repeat contacts (root causes)

Business question
Why do customers contact us again and again about the same issue?
What's at stake
For a telecom carrier handling 1 million consumer customer service contacts a year: 20,000 to 40,000 repeat contacts avoided, or $120k to $240k a year in handling cost avoided.
Data required
Contact logs (phone, email, chat) with reason and date, associated verbatims.
Sample result
Top 10 root causes of repeat contact, ranked by volume and avoidable handling cost.
Demo · 1 min
Illustrative scenario

Take a telecom carrier whose consumer customer service handles 1 million contacts a year, 200,000 of them repeat contacts on an issue already raised. The analysis linked each customer's contacts across chat, email and phone, then ranked root causes; billing and autopay errors were fixed first.

MetricBeforeAfter
Repeat contacts per year200,000170,000
Repeat contacts per 100 customer issues2521
Annual cost of repeat contacts$1.2M$1.02M
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