Ask almost anyone if they have made contact with a business that was unnecessary and they will be able to reel off example after example. Avoidable contact is a waste of time, effort and usually money for both consumers and the contact centre.
Reducing avoidable contact is common sense. And for government contact centres, measuring performance on reducing avoidable contact is one of the factors that will be assessed within the new performance management framework agreed between communities, local councils, and the Local Government Association—so called National Indicator number 14 (NI14).
How can rostrvm help?
rostrvm CallGuide is a desktop IT application used by public sector and commercial organisations to support contact processes and record contact outcome data. rostrvm helps you to identify and reduce avoidable contact in the front office and the back office.
To learn more about rostrvm and avoidable contact reduction click here.