What is call deflection?

Call deflection is a method of relieving the strain on your customer service team. It focuses on resolving a large volume of queries without the need for human interaction, providing customers with the information they need quickly and effectively using automation to provide resolution. The result is improved customer service and a less stressful environment for your customer service team. 

Why use call deflection?

In one form or another, customer are looking to resolve issues. Finding out what their issue is would be the first port of call for any human agent and it’s no different when you use automation. However, automating that process by screening calls to determine intent means that not only can you ensure your customer service agents are only dealing with issues that require human intervention, you can also record that data to influence future customer call flows. For example, if you find that a lot of your customers are trying to access information about their accounts, you could put that option front and centre on your IVR or voicebot solution. 

You can use pre-live chat surveys, MPS surveys and data captured from your voicebot and chatbot solutions to determine where you should weight your content and even what elements of the customer journey could be removed to make it a more seamless experience. Mapping each contact back to the beginning of their journey will give you a wealth of information about how easy (or otherwise) it is for customers to find the information they need. 

How to get started with call deflection

If you’d like to find out more about how call deflection can help your customer support team improve customer satisfaction, get in touch with us and we’ll talk you through our suite of cloud-based customer service solutions.