What is Deflection, Exactly?




In order to lessen the workload on your call center staff, call deflection is a strategy used to divert some of your inbound customer service calls to digital support channels.

 

This helps reduce high call numbers while enabling customers to find a solution more quickly, which is advantageous for both your team and your customers.

 

Call deflection: What does that mean?

 

According to research, offering clients the choice of digital help can save call center operating costs and call volume by up to 25%. It’s difficult to ignore those numbers.

 

Long customer service hold times also have a negative impact on client loyalty, net promoter scores, and customer satisfaction (CSAT).

 

Reduced phone volume should also be advantageous to your staff. By lowering the number of recurrent calls your call center receives and increasing first-contact resolution, effective call deflection systems can reduce agent fatigue and burnout.

 

Your staff will be happier with your company and better able to do their duties if you have happy customers and a manageable workload.

 

What options are there to enhance call deflection?

 

Call center deflection reduces customer annoyance by allowing them to choose how to handle their problems.

 

Customers may, for instance, hear a message encouraging them to email or text your support staff when they phone your customer service number. You might also include a recommendation for customers to visit your website, where they may engage in real-time chat with customer care representatives or use self-help tools like an automated assistant, a FAQ page, or a community forum.

 

“Call deflection may occasionally improve customer safety”

 

You can assist more consumers in finding a solution more quickly by utilizing your digital channels and automating some of your customer care processes.

 

When sharing payment information digitally rather than over the phone, for example, call deflection can sometimes increase client safety.

 

To help in these efforts, many businesses are turning to automated solutions like chatbots. In “chat deflection,” for instance, chatbots are programmed to identify consumer demands and make contact before the customer picks up the phone to call the call center. The chatbots then point the clients toward self-service tools like a FAQ website or discussion board where they can find the solution to their problem.

 

Typically, digital assistance channels are much more affordable than conventional phone-based channels. Additionally, they assist you in empowering your consumers to find their own solutions by responding to inquiries from customers in a more timely and consistent manner.