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“The Pareto principle (also known as the 80-20 rule, the law of the vital few, and the principle of factor sparsity) states that, for many events, roughly 80% of the effects come from 20% of the causes.” So what does this mean for you? Well take your most common & frequent issues (20%) and track and analyze these. Soon enough you will have found 80% of your problems.  “ Microsoft noted that by fixing the top 20% of the most reported bugs, 80% of the errors and crashes would be eliminated” This is a significant number of case and calls not coming into your customer care center ultimately, saving you money.

Tracking the common & frequent is not difficult. What you need to do is an analysis of what the brunt of your cases created are. Is it a certain product or service you offer? More granularly, what about that product or service?  In one scenario maybe a company outsources a piece of this product or service, is it faulty? Is there a service that you offer that confuses people? Is there an opportunity for additional training or education when selling this service? Having this data is really vital to any company no matter what size.

Any good case tracking and management system can allow you to view this information real time. What does this mean? Simply put at any point in your day you should be able to view a report that shows you the Pareto of cases and the most common & frequent will be located at the very top. Even better yet how about being able to view these cases individually right from the report? Real time information is at your fingertips, allowing you to take a proactive approach in cutting your costs by addressing and/or fixing these issues.

Worried about your agents being confused and selecting the wrong issue type and compromising this data should not be on your mind. Having the ability to automatically select and issue type based on the flow of the call is very possible and is done every day. No need to worry about your busy agents selecting the wrong issue if they are unsure.  The ultimate result is lowered costs and happier customers.