Use A3 to cut repeat contacts

Repeat contacts on address changes increased from 18 percent to 31 percent in six weeks. A3 problem solving: background, current condition, target, root cause, countermeasure, follow-up. The reflex is to train everyone. That treats repeat contact as an agent memory problem before checking whether the process asks for the right information at intake. Current condition Segment repeat contacts by channel, reason, and first-contact disposition. A3 starts by seeing the actual condition. The pattern appears in email address changes, not all channels. Target condition Set the goal: reduce email address-change repeat contacts from 31 percent to 20 percent within four weeks.…

Sign up free — one personalized lesson every day, matched to your role and goals.

Already have an account? Sign in