Where Should the Contact Centre Focus?
Choose the correct measure, calculate contribution and select a defensible focus area.
16 minutes
Scenario
A contact centre must reduce complaint-handling workload by 20%. Managers disagree whether to prioritise the most frequent issue or the issue with the highest handling cost.
- Your role
- Customer operations analyst
- Method
- Pareto Analysis
Evidence pack
Wrong appointment time
60 cases; 7 minutes average handling time; €12 average credit.
Duplicate reminder
50 cases; 5 minutes; €2 average credit.
Not delivered
40 cases; 4 minutes; €5 average credit.
Wrong language
30 cases; 3 minutes; €0 average credit.
Other
20 cases; 4 minutes; €3 average credit.
Exposure
All categories come from 100,000 reminder messages in the same month.
Constraints
- The stated objective is workload reduction.
- The team must calculate rather than estimate totals.
- The leading category is not automatically a root cause.
Case steps
Work through each prompt using the evidence pack. Answers and rubric weights stay protected in the interactive flow.
Select the primary Pareto measure for the objective and explain why.
Calculate total handling minutes for c1–c5.
Sort the categories and calculate cumulative workload share after the first two categories.
Recommend a focus area, one data-quality check and the next causal-analysis step.