Reduce avoidable demand

One of the key levers businesses need to operate is demand management. Typically 20-40% of demand for contact centres is 'avoidable' and self-inflicted, In many cases it can be eliminated through tighter control of call 'stimulators' such as incorrect bills or poor letters or improved end-to-end processes and consistent execution of processes.

Operatives try to squeeze these 'square pegs' through 'round holes' to the distress of customers. Our experience shows that by addressing these call types, a large workload can be eliminated while improving the customer experience.

We often find companies tolerate significant imperfections in planning and quality control processes, and operations that lack the attention to detail required to minimize first or repeat calls from customers. Minimizing avoidable calls requires sustainable change to embed a customer centric view of service, supported by processes and behavioural change in staff and management.