develop fishbone diagram developed for the following customer satisfaction problem. This then needs to be analysed.
As a department we take on average 3000 calls per week with 23% of them been incorrectly directed or transferred to the agents and in some case several times with lengthy wait times having a negative effect on customer journey.
The following are the reasons this is happening:
Advisor knowledge on different departments procedures
Bad leadership
Complicated procedure
Poor knowledge tools
Long hold time
Not enough resources
Wrong answers
Incorrect resoultion
IVR not recongising dialect
no direct numbers for departments
language barriers
Incorrect transfer