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Q:

Tracking Next Call Avoidance

Asked on 21 May

Question
We are keen to understand how other B2C organisations with large volumes of calls (from the same customer account but regarding unrelated issues) track Next Call Avoidance.
Since B2C customers can frequently call on unrelated issues (e.g. Enquiry A on 'current account balance query' and then a day later Enquiry B on 'credit card transaction query'), we are wondering how to implement Next Call Avoidance.

Background
We are a large UK financial company handling over 1 million calls per month.
All enquiry types are logged under the customer’s main account, making it difficult to track whether the 'repeat' calls is related to the previous call OR if they are unrelated calls that just happen to be from the same B2C customer.
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