Call Deflection

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What is Call Deflection?

Call deflection can be described as the process by which call centers or contact centers route a customer enquiry to an alternative channel. The primary goal behind call deflection is ensuring that callers receive the resolution they are looking for in an efficient manner. Deflection also aims to reduce the volume of incoming calls routed to human agents.

Typically a good call deflection strategy allows customer enquiries to be directed (deflected) to a self service channel such as live chat, knowledge center databases, FAQs etc.

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How does Call
Deflection work?

Implementing call deflection is easiest when your contact center employs an omnichannel call center software. That allows contact centers to employ call deflection at every stage of the calling process.

Call deflection can be divided into 3 stages:

Before the call

In this phase, you would want your call to be deflected before a customer even makes. The very intention of your customer to make a call can be channeled elsewhere. This is achieved by offering customers multiple choices to deal with their issue when they click the call button. These options can be live chat, redirects baked into smartphones or web scripts which offer alternative channels.

In the queue

Not all issues and queries can and should be deflected, and customers will need to make calls. When the caller is on hold, you can trigger a call deflection through an IVR software system. It can use predefined parameters to choose when to deflect calls. IVR along with an Automatic Call Distribution system can be set up to deflect calls based on the caller’s reason to contact you.

An example of such a scenario is when a caller dials in for support with their credentials. You can deflect the call by telling them to check your website. If the issue is more technical in nature, you may deflect the call to an agent.

While in the call with an agent

While in a call, it may be necessary for call deflection to achieve certain actions like authentication or payment. This action is completed on another channel. You may use a tool which allows your agents to trigger call deflections. You can also set up in a manner in which users receive messages for continuation on another channel itself.

However you agents need to be equipped with powerful dashboards which allow them to access information from all channels.

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What are the advantages
of increasing your call deflection rate?

All customers are unique, with each customer having different preferences which extends to their communication preferences.

Some are perfectly happy splicing their issue via your knowledge center or through FAQs, while some would prefer getting in touch with you. Call deflections caters to their preferences, by giving customers a choice in how they resolve their issue and via what channel.

A few advantages of increasing your call deflection rate:

Increased customer satisfaction. You can measure this by conducting CSAT and NPS^® Surveys
Increases customer usage of your automated self service options of your knowledge base
Improve your First Call Resolution rate
‍Reduces costs by up to 80% because messaging and self service channels are lower cost
Reduces customer wait times
Lowers Average Handle Times as agents are clear about what they’re dealing with.
Lowers the rate of repeat calls and call backs.
Improves employee experience at your call center as agents are faced with less repetitive tasks.

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Call deflection and
customer experience

Call deflection plays a key role in improving customer experience. Customer’s often don’t have a preferred channel in mind – they simply want a resolution. This can be a sale, support or a general enquiry. By using an omnichannel telephony and feedback management platform, you’re giving your customers the opportunity to choose their way of getting their query solved.

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Survey organizations around the world have maximized their phone survey ROI with the advanced features, hosting options, seamless telephony integration, and flexible pricing of our CATI software.

Call Deflection
and more with Voxco

ACD

Maximize Call Center Productivity! Leverage our Automatic Call Distribution system to efficiently route and deflect callers to where you want them to be.

Virtual Call Center Software

Manage your agents anywhere! Comprehensive monitoring and coaching tools ensure your call center productivity remains high.

Voxco CATI

Do large scale research and manage feedback easily with Voxco CATI phone surveys! With our omnichannel survey platform you can easily combine insights from multiple channels on a centralized dashboard.

Voxco IVR

State of the art IVR tools which can optimize your call deflection process. You can also use Voxco IVR to conduct easy self-complete surveys!

Why switch to Voxco?

Omnichannel survey capability

Gather customer feedback across any channel after key interactions along your customer journey. Use customer feedback to implement changes to products or services.

Comprehensive feature set

Voxco omnichannel telephony platform comes with powerful features like in-call routing, call blending, ACD and more that can help optimize call center productivity!

Voxco TCPA

Call centers based in the USA can use a manual dialing environment that’s centered around enhancing productivity with Voxco TCPA Connect! Learn more about Voxco TCPA here.

Scalable

We can scale our services to meet your spikes in demand and seasonality, ensuring that your services are always up and running.

Call Deflection FAQs

What is IVR Deflection?

IVR deflection allows your call center to add an omnichannel experience to your customer interactions, by allowing your callers to direct themselves to a resolution via your IVR software.

How do you increase call deflection?

You can increase call deflection by offering your callers more channels to get a resolution for their problem.

Can skill based routing be used for surveys?

It is the process by which you reduce the number of unnecessary calls to your agents, by offering your customers more channels to enquire about more mundane and simplistic tasks.

What is deflection rate?

Call deflection rate is the rate at which your self help resources and alternative channels satisfy demand that would otherwise need to be taken care of by a call center agent.

Can deflection help me reduce inbound calls?

Yes, call deflection can indeed help cut down on inbound calls at your contact center.