Repeat contact

A ticket reopened, or a new ticket in the same category within a stated window of a closed one, per account. The account-level repeat rate against the team's base finds the customers for whom the average first-contact-resolution figure is not true.

DefinitionA ticket reopened, or a new ticket in the same category within a stated window of a closed one, per account. The account-level repeat rate against the team's base finds the customers for whom the average first-contact-resolution figure is not true.

Per account, not per agent

Per agent is coaching. Per account is retention.

By category

Repeats clustered in one category across many accounts is a product finding with an account list attached.

How it is computed

Tickets reopened, or raised in the same category within a stated window of a closed ticket on the same account, divided by tickets.

Example

An account raised six tickets, of which three were repeats: 50 percent against a team base of 19. All three were in integrations.

Where it goes wrong

Closed tickets counted as resolved. The customer came back, and the second ticket was counted as new work.

Articles that use this term

Board and management reporting · Customer service

First contact resolution per account: the customers who have to call twice

How a customer service leader measures repeat contact per account from the ticket export: tickets reopened or re-raised on the same issue within a stated window, the accounts whose repeat rate is well above the base, the categories where repeats cluster, and why an account-level repeat rate is a churn signal the team average cannot show.

16 Sept 20262 min read Forecast and pipeline

Ten questions a customer success leader asks, and the signal that answers each

The ten questions a head of customer success asks about the base, which accounts are at risk, which are under-using what they bought, which renewals are inside the window untouched, which accounts are surging or silent on support, which have to call twice, which onboardings are behind the milestone that matters, which are over their seat cap, which cost more to serve than they pay, which churned last quarter and why, and what the health score got wrong, each with the computed signal that answers it and the list it produces.

16 Sept 20263 min read Board and management reporting · Customer service

Ten questions a head of customer service asks, and the table that answers each

The ten questions a head of customer service puts to the team leads and the account managers, which accounts are surging against their own baseline, which have gone silent, which have to call twice, which accounts consume the most effort for their revenue, are we meeting each account's own SLA, what credits are owed, which how-to questions would an article have answered, which categories repeat across accounts, which tickets have no account, and what changed, each with the table from the ticket export, the contract register and the account list, and the answer to send back.

16 Sept 20262 min read Alternatives and comparisons · Customer service

How to choose analytics software for customer service: questions, data and traps

How service teams should choose analytics software: start from the questions, check the data you hold, ask vendors ten questions, avoid the traps.

24 Sept 20264 min read Board and management reporting · Customer service

KPIs for B2B customer service teams: ten measures that matter, each with its formula and the export it comes from

The ten KPIs a B2B customer service or support team should run on, each with its formula, the export it comes from and what it tells you: contact volume per account against its own baseline, first contact resolution per account, repeat contact rate, SLA attainment against the SLA each account signed, effort per account against revenue, silence as a churn signal, deflectable tickets by category, time to resolution by severity, backlog ageing, and cause categories that recur. Also the three measures most teams miss, the figures to drop, the identities, and who owns what.

17 Sept 20264 min read Board and management reporting · Customer service

Repeat contact on ten tickets: the whole arithmetic on one page

The complete repeat contact calculation on ten tickets from three accounts, small enough to check by hand: each ticket's category, opened and closed dates, reopen flag and linked ticket, the repeat rule as reopened or raised in the same category within fourteen days of a closed one, the state per ticket, the repeat rate per account against the team's base, the minimum ticket count that keeps a small account off the list, the category where repeats cluster, and the assertion that tickets equal first-contact resolved plus repeat plus open, so a reader can reproduce every figure and then run it on their own ticket export.

17 Sept 20263 min read