Editor's Note

In the latest Jack Reacher novel  there is a statement that really hit home. “People respond to crisis in two ways. Some get to work fixing the problem. Others proving the problem wasn’t their fault”.

Dealing with repeat contacts is a huge cost to our organisations and a huge frustration to our customers. However, it is a measure that many organisations struggle to use as effectively as they could. One reason for this is people’s natural tendency to try and absolve themselves of responsibility.
There is rarely a single cause for a repeat contact, it is often the combination of a number of factors, some of which are within our control and some that aren’t.

It is easy to use the factors outside our control to prove that a repeat contact is not our fault, however, if we do that nothing will ever improve. To improve, everybody needs to take ownership of the things that are inside our control and fix these problems. If we do this, we may not achieve perfection and solve everything, but we will certainly improve, and the benefits of even a small improvement are huge. Creating a culture of ownership, will not come from a dashboard alone. It is hard work and requires regular and effective coaching. The time and effort involved is not insignificant, but this should be only a small fraction of the time we can save by removing some of our repeat contacts and associated complaints.

How are you dealing with your current challenges?

Thank you to all our fantastic speakers at the Africa’s Calling Conference held on the 26^th November.  The quality of the presenters was top notch and we look forward to them all coming back and presenting their own Webinars in the upcoming months. View the Speaker Profiles

Sharon Haigh, CCMG

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