5 Steps to Effective Call Deflection
Posted: Tue Dec 24, 2024 6:03 am
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 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 armenia phone number database can even improve the customer experience.
5 Steps to Creating an Effective Call Deflection Strategy
1. 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 handling 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.
3. Introduce proactive communications
In other words, it’s about anticipating the customer’s call and implementing a communication strategy to provide them with information before they pick up the phone. By implementing an automated email and SMS system , or even a prominent mention on your company’s website, you can keep your customers informed and encourage them to use self-service channels.
For example, you may find that after applying for a loan or service online, a customer calls you for additional information about the process and any delays, or even just a status update. By sending your customers a rich SMS following an application, with a link to the FAQ or as a landing page , you can let them know that you will keep them updated as the application progresses. To do this, simply provide them with information before they even call. Plus, with a 96% open rate for an SMS, your business can rest assured that the update will be received and read.
4. Adopt a multi-channel approach
It’s worth remembering that proactive communications will only be effective if they are received and read by the intended recipients. Ultimately, the most appropriate channels will be determined by your customers’ preferences, but regardless, we always recommend adopting a multi-channel approach. However, given that 80% of customers of all ages want to be able to contact a business via SMS, and that the click-through rate on a URL via SMS is 19% (compared to just 4.2% via email), this channel can be particularly effective.
5. Constantly optimize online support content
Online supplemental content includes everything from FAQs and web pages to how-to videos. This type of content needs to be constantly updated, not only to reflect changes in procedures, services, and products, but also to evolve based on customer demand. In addition to data from call analytics, you can also monitor your website data, such as search terms, to get an up-to-date picture of what information customers are looking for and create or update materials accordingly.
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 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 armenia phone number database can even improve the customer experience.
5 Steps to Creating an Effective Call Deflection Strategy
1. 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 handling 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.
3. Introduce proactive communications
In other words, it’s about anticipating the customer’s call and implementing a communication strategy to provide them with information before they pick up the phone. By implementing an automated email and SMS system , or even a prominent mention on your company’s website, you can keep your customers informed and encourage them to use self-service channels.
For example, you may find that after applying for a loan or service online, a customer calls you for additional information about the process and any delays, or even just a status update. By sending your customers a rich SMS following an application, with a link to the FAQ or as a landing page , you can let them know that you will keep them updated as the application progresses. To do this, simply provide them with information before they even call. Plus, with a 96% open rate for an SMS, your business can rest assured that the update will be received and read.
4. Adopt a multi-channel approach
It’s worth remembering that proactive communications will only be effective if they are received and read by the intended recipients. Ultimately, the most appropriate channels will be determined by your customers’ preferences, but regardless, we always recommend adopting a multi-channel approach. However, given that 80% of customers of all ages want to be able to contact a business via SMS, and that the click-through rate on a URL via SMS is 19% (compared to just 4.2% via email), this channel can be particularly effective.
5. Constantly optimize online support content
Online supplemental content includes everything from FAQs and web pages to how-to videos. This type of content needs to be constantly updated, not only to reflect changes in procedures, services, and products, but also to evolve based on customer demand. In addition to data from call analytics, you can also monitor your website data, such as search terms, to get an up-to-date picture of what information customers are looking for and create or update materials accordingly.