CSAT Looks Fine. Complaints Are Rising. | Reduce Complaints

CSAT looks healthy. Survey scores are stable. And yet complaints are climbing. This program shows why rising complaints in contact centres often signal structural instability, not frontline failure. This is not a course about coaching tone or tightening scripts. It is about identifying the operational conditions that create recurring frustration beneath surface satisfaction. Across six modules, you will step away from survey dashboards and into the mechanics of your service system. You will analyse complaint patterns, trace escalation triggers, and isolate the structural gaps generating repeat dissatisfaction. By the time you complete your Intervention Record, you will have: - Identified structural drivers behind rising complaints - Separated perception metrics from systemic instability - Tested a contained operational adjustment - Measured whether complaint recurrence declined This is not a customer service workshop. It is a complaints reduction intervention grounded in operational redesign. What you will need: - Access to complaint and escalation data - Visibility into process handoffs - Willingness to test one contained structural change