Apply Five Whys to identify a process root cause behind a transfer spike.
Claims transfer rate rose sharply, and the team is blaming agent listening before testing the process. Five Whys root-cause analysis The common trap is turning each why into a softer version of "because agents did not do it right." That stops learning at the person closest to the customer. Why 1 Why did transfer rate rise? Agents transferred more calls labeled by customers as premium adjustment questions. Start with the observed pattern, not a conclusion about effort. Why 2 Why did agents transfer those calls? The claims workflow did not show a premium adjustment path. This tests the agent decision…
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