The best way to solve a problem is to dig deep and find out where it started in the first place. Often, what you see of a problem is a symptom, not the cause. Here are five steps you can take to improve your contact center’s root cause analysis.
- Consider acoustic issues.
Root-cause analysis should take acoustic factors into account. For example, if the call has long periods of silence, this could point to a problem with the system. If the contact center agent can’t access data quickly enough or if there are problems with IVR, a slow system may be the problem.
- Flag conversations that are abnormally long.
Speech analytics will let you sort through calls based on parameters like duration and repeated calls. You can also find calls where specific keywords are mentioned, like those that are normally associated with a complaint. This will let you know which calls need the most attention.
- Monitor data in real time.
Accessing real time data can help you spot and stop issues early. If a new sales or marketing strategy launches and then phone calls start coming in within an hour or two, you’ll know that there’s a problem with the launch that must be fixed. Real time data lets you identify trends as they emerge, giving you the opportunity to stop a problem in its tracks.
- Sort problems into categories.
As you start to uncover the main problems customers are having, you can segment them into categories, such as product defects, customer education and marketing communication. Then, you can meet with specific teams to come up with targeted strategies to solve the problems.
- Understand the context of the situation.
Relying on word count frequency isn’t enough – the terms and phrases that are being used have to be understood contextually, too. Knowing the context of a problem instead of just the hard data will allow you to pinpoint the situation that caused or contributed to it.
Knowing the average number of complaints your contact center receives on a weekly basis is just a start. You have to figure out the root cause of the complaints in order to effectively tackle them and prevent them in the future. Root cause analysis is a way to solve prominent issues instead of merely putting a Band Aid on them.
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