5 Steps to Effective Call Deflection

[delwar709]

After a difficult year for many businesses, customer retention has become a must-have. To retain customers’ attention and keep them coming back, it’s essential to provide them with impeccable customer service. After all, a “completely satisfied customer” contributes 14 times more to revenue than a “somewhat dissatisfied customer.” However, according to the “Serial Switchers” report, the inability of businesses to satisfy their customers costs them more than $75 billion per year.

But with a 61% increase in call volumes to businesses during the pandemic, businesses are facing operational challenges related to new national restrictions. The question is: how can businesses optimise their customer service in the current environment? This is where call deflection strategies can be particularly effective. What is call forwarding? Call deflection is the vietnam telegram database process of reducing the number of incoming calls by redirecting the customer's query to another channel where they can choose the option that suits them. The principle is simple: customers must receive answers to their questions efficiently while limiting the number of incoming calls to call centers.

This is mainly done by deflecting calls. In other words, this proven strategy allows you to answer customer questions through self-service channels such as FAQs, online information platforms and virtual assistants. An effective call deflection strategy is one that reduces the workload of agents and allows them to focus on more complex matters without impacting the customer experience. When implemented correctly, this method can even improve the customer experience. 5 Steps to Creating an Effective Call Deflection Strategy.

Analyze customer calls Effective call deflection starts with identifying trends in customer calls. By analyzing calls and understanding their primary motivations, businesses can target insights and direct resources accordingly. So, calls regarding a loan application can be directly transferred to an agent. But what about customers who want to switch to e-invoicing? If this option exists in self-service, knowing the customer's intention will allow companies to divert the call, in this case, to an online platform that handles e-invoicing requests. 2. Create an online customer forum Online customer forums can be a huge help to your business. By creating an online space for your customers, they can share real-time information and timely responses, often saving them from having to contact your agents.