January 4, 2022 - NobelBiz

1. Call peaks, Overload management, and call center shutdown Call deflection is used to avoid losing prospective customers during high volume phone calls and call center closures. Missed calls during the shutdown of the contact center, for example, can be a significant loss of profit for remote sales organizations. In this scenario, call deflection may divert the user to a form where he can be called back. As a result, every day during the opening hours, an outbound phone campaign may be created to process the missed orders the day before. In the case of regular call peaks (e.g., end-of-year festivities, holidays, Black Friday, etc.), call deflection can help you manage the call overload without the need for extra staff. It enables you to address consumer demands while optimizing your internal resources. 2. Screen inbound leads It is feasible to employ call deflection to qualify incoming leads. Many contact centers have selected this approach to handle requests for their inbound campaigns. Using a traditional Interactive Voice Server was not an option for organizations since the number of interactions would have been excessive. As a result of the call deflection, when a client calls your contact center, he is led through SMS to a URL where he may qualify his request. Then this client is gradually asked to explain the reason for his request and the type of product or service he is using. After gathering the essential information, he is directed to the most skilled agents that have the appropriate abilities to handle his request. Consequently, calls are more qualified, and client’s experience is improved since they spend less time going through a classical IVR. Because inbound campaigns are employed in a variety of specializations and verticals throughout the contact center sector and beyond, the conversation must be both broad and approachable, concentrating on common themes. Our webinar series will show you the best practices and optimization techniques for inbound campaigns. Additionally, learn how to demonstrate innovative technologies that may significantly enhance incoming process and KPIs. 3. Increased debt collection productivity Call deflection can also help with receivables collection. The observation is that it is not required to employ an agent for credit card entry when users do it themselves. Many consumers do not need assistance throughout the payment process. When clients call the firm to pay their bills, it is more appropriate to suggest obtaining a secure payment link through SMS or email rather than contact an agent. However, owing to an Interactive Speech Server, it is also feasible to manage debt collection via voice without an agent. In this scenario, the client is directed to enter his bank information on his phone’s keypad. Many clients can pay the expected sums on their own. As a result, contacting an agent becomes the final step in the collecting process. This minimizes the number of agents needed to deal with this type of inquiry. 4. Proactive Customer communication It enhances the client experience and increases efficiency while lowering prices. This is the goal of call deflection, as it involves redirecting a customer’s call to another channel, such as email, live chat, or messaging. Along with alleviating the aggravation associated with lengthy telephone wait times, it enables the exchange to be routed to the most appropriate method of communication. Customers must acquire the response or information they need when they need it for a call deflection strategy to be successful. Companies can remain ahead of the curve with proactive customer communication by establishing automated communications to deliver information to customers before they ever pick up the phone. Messages must be received and read to be effective, just like any other communication method. As a result, businesses must carefully select the technology and communication channels they will employ. 5. Enhanced Customer Service When it comes to customer service, speed and responsiveness are two factors that contact centers must consider when developing their customer satisfaction strategy. The time spent with a consultant to obtain the desired information is also a customer service issue. A query to which the deviation of calls is a response, mainly through integrating technological solutions such as skill-based routing capable of directing requests in real-time. Also, it is crucial to note that most consumers prefer getting in touch with a live agent to fix difficulties in an emergency. While most calls are not deemed emergencies, this highlights the significance of freeing up agent time so they may focus on the most complicated and urgent issues. Contact Centers can provide adequate customer service by using the right technologies and responding to consumer questions through the proper communication channels.

Day: January 4, 2022

Call Deflection Tools and Strategies For Contact Centers