Hi,

Im doing a project on reducing customer callbacks. My broader objectives are:

• [*]To reduce Customer Call bacsk.

[*]To improve the Callback reporting system.

[*]to improve the resolution on all the call backs.

If any one has worked on a similar project, please share your inputs , it'll be a great help.

 

Thanks 

Hi Sreejit,

 

I havenot done any project on the mentioned problem area however I will be more than happy to help you on this project.

Firsly you need to prioritize your matrics like What all the cases in which you are getting most of the call backs, then try to look for the route case for no resolution/unsatisfactory resolution at the first place.

 

Regards,

Sujeet Singh 

 

Hi Sreejit ,

 

Had I been at your place , ten my approach would had been :

 

1. Without prejudice , assemble the causes (however stupid the cause might sound initially) and pen them down . The best source for finding it is through customer feedback and staff feedback . The same can be verified through records of calls being attended .

Also I would not just go by the record book , as there can be cases whereby the customer had thought oaching or claling back , but then for some reason dropped it out , hence customer feedback is a must .

 

2. Filter the ffedback to categorise the causes .

3. Go with the 20.80 concept . The top 20% causes will account for 80% of the call back (apx, it shall vary a little) .

4 Thereafter as Sujeet mentioned in his post , will go ahead with the process of finding the root cause of the reasons and probable solutions . and follow the DMAIC .

 

Rahul .