How many calls do you get from the same customer with the same question? A while ago I contacted a major internet service provider and asked the same question 3 times. You guessed it I got 3 different answers! Why call 3 times you may ask? – Was it just to test them? The reality is I needed an answer to a question about signing up with them and when I asked the first time, I felt the agent did not seem confident. So I called again – different agent and a different response! Then I tried a third time hoping for at least confirmation on one of the previous two answers. But I got a different response again! What did I do? – Give up that’s what! I made 3 calls when one should have been sufficient! Unnecessary repeat calls cost the contact center and aggravates the caller!