How To Reduce Repeat Calls In Call Center

seven Actionable Tips To Reduce Contact Center Telephone call Volume

Providing a great customer experience while reducing call book and costs is the ultimate goal of any contact heart. Over the years, contact centers have invested in various types of client-facing technologies – right from IVR, CTI, CRM, ACD to AI. But in spite of deploying these technologies, nearly organizations are not able to better operational efficiencies, enhance CX or maximize their ROI.

Nigh organizations today believe that technology alone is the solution to reduce costs and by focusing solely on implementing the applied science they permit CX and their core operations to take a hit.

Simply there are means in which the number of calls that a contact center receives tin can be reduced while ensuring good customer feel and improve business organization growth. In the following section, we discuss the elevation 5 tips to reduce call volumes in your contact center.

vii tips to reduce contact center volume

map the client journey

The first footstep in cutting down inbound call book is to determine why customers are calling the contact center in the first place. This includes recognizing the nearly common issues that customers are facing with respect to a production, process or service. Often, it is a bunch of similar reasons that tend to atomic number 82 to the majority of inbound calls.

In one case the well-nigh mutual reasons behind inbound calls are established, we can use customer journey analytics to map the customer service journeying. Belittling data gives u.s.a. an insight into the effectiveness of the service provided past the agents in the contact center too as recognize the pain points faced by the customer.

Using customer journey analytics helps appraise the information that is readily available to customers, decide the ease with which customers can reach out to the contact center when required and establish the pinnacle reasons why customers call-in. Armed with this information, companies can take the master steps required to reduce inbound call volume.

measure customer try score (CES)

Client Effort Score refers to the ease of customer interaction and getting a resolution for a asking. High-endeavor experiences include switching betwixt channels, repeat interaction, transfers, etc.  Tracking CES helps you reduce call volume and costs whilst improving customer feel. According to Gartner,  low-effort experiences reduce costs past decreasing upward to 40% of repeat calls. Gartner also recommends asking this single question to measure CES.

focus on multiple channels and provide self-service options

Use different channels for advice and promote these channels evenly. Assign KPIs for each channel. Allow customers to choose their options. Enable smart self-service options across web, mobile, and telephone. Some self-service all-time practices include:

1. Highly visible and updated FAQs

2. Customized CRM portals

3. Strong and NLP enabled knowledge base of operations solution

4. Self-aid links integrated into spider web pages that pb to the respective assist certificate(due south).

5. Online community give-and-take portals

A more modern and efficient self-service option through which customers can look for answers is via Chatbots and conversational IVR systems. Chatbots today can exist deployed from handheld devices such every bit mobile phones and tablets as well as from the desktop. They are increasingly being integrated in social media applications such every bit Facebook, as well. We will learn about chatbots in detail in the adjacent department.

using AI chatbots

Chatbot adoption in contact centers has grown exponentially in the past couple of years, across industries. According to Gartner, 25 percent of customer service and back up operations will integrate bot engineering across their appointment channels by 2020; this statistic used to exist less than ii percent in 2017.

Chatbots today are powered by conversational AI, NLP, and machine learning, and offering the aforementioned conversational experience equally communicating with a human agent. In contact centers, they are deployed as the outset line of support in social club to handle tier-1 interactions. The 24/7 availability and an easy-to-employ conversational interface of chatbots make them an efficient self-service selection for customers. Chatbots reduce the number of calls that human being executives accept to handle, without compromising on the customer experience.

Learn more: x Powerful Benefits of Chatbots in Customer Service

chatbot agent handoff

Although chatbots are corking at handling client interactions past simulating human-like conversations, a common misconception that customer service leaders may have is that a chatbot lone is sufficient to handle customer service. Simply the truth is that there may be scenarios where the customer interaction needs to be handed off to a human agent.

In such a scenario, the chatbot must be able to identify the demand for human intervention and seamlessly transition the interaction to the appropriate agent. In this manner, the entering call book can be cut downward by fulfilling basic, preliminary tasks such as aggregating user information, and recording customer concerns with the help of a chatbot. Only those tasks that admittedly demand human intervention can exist routed to the human being agents.

Learn more:Human Hand-off in Service Desk Bots

conversational IVR

Chatbot engineering science in telephone call centers is also intended to supervene upon traditional IVR systems that tend to be a major pain point for customers looking for quick and effective issue resolution. Different traditional IVR systems, conversational IVR uses NLP and Machine Learning to empathise the content of customers' oral communication and enables dynamic and hassle-gratis experiences. Customers no longer have to navigate through the circuitous navigation menu of a traditional IVR.

ensure first call resolution ( fcr)

A major factor that contributes to increased inbound call volume in contact centers is that most problems are not resolved in the first call, requiring multiple calls to ensure resolution. This leads to calls calculation-up while also being detrimental to client satisfaction.

Essentially, customer satisfaction is straight related to the Offset Phone call Resolution (FCR) rate of the contact eye. One of the ways to ensure FCR is to frequently measure CSAT with the aim to better it.

optimize in order to reduce repeat calls

When contact centers receive calls regarding issues with certain ineffective customer-oriented processes, they must have a resource in the backend team to modify or meliorate these processes and related self-help pages accordingly. By improving pages and processes based on support calls, contact centers can reduce the occurrence of repeat calls for the aforementioned problems in the time to come.

Reducing call volume is primal to reduce business costs in any contact middle. And this involves streamlining and automation of processes and intelligent orchestration of work.

If you lot want to learn more than about this topic, please feel free to get in touch with one of our customer experience and AI experts for a personalized consultation.

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Source: https://botcore.ai/blog/7-actionable-tips-to-reduce-contact-center-call-volume/

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