I need a fishbone diagram developed for the following customer satisfaction problem. This then needs to be analysed.
As a department we take on average 3000 calls per week with 23% of them been incorrectly directed or transferred to the agents and in some case several times with lengthy wait times having a negative effect on customer journey.
The following are the reasons this is happening:
Advisor knowledge on different departments procedures
Poor knowledge tools
Long hold time
Not enough resources
IVR not recongising dialect
no direct numbers for departments
An example of a fishbone diagram has been uploaded
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