Repeat Calls
Measure the percentage of calls that addressed the same issue or subject.
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Formula
Number of calls with relating issue/Total number of calls
Services
Role
Employee/StaffOverview
The Repeat Calls metric gives your team insight into the popularity, or occurrence, of a particular issue.
Formula
Number of calls with relating issue/Total number of calls
Reporting frequency
Weekly
Example of KPI target
10% repeat subject
Audience
Manager, Call team
Variations
Rate of repeat calls
