In this online training course, we walk you through a case study of uncovering the cost of poor quality in a contact centre where we have repeated contacts from customers.

We discuss clear definitions of the problem (what constitutes a repeat contact) and a number of methods for tracking the data.

We look at the cost of handling those calls more than once, the impact on complaints, gratuity payments and impact of  lost customers.

Our 5-part video series on Cost of Poor Quality  will help you learn how to identify and quantify the cost of poor quality at your workplace - and all our training courses are optimised for all devices. All you need is a device and an internet connection!