Increase Customer Satisfaction with Call Deflection Technology

Reducing wait times during high volume periods using call deflection technology provides a better customer experience and helps improve your bottom line.

Articles published May 23, 2019


As a customer service agent, it’s always your goal to help the customer, but when calls spike and wait times are long, that can be easier said than done. With an omnichannel system and call deflection technology in place, your contact center can help provide alternate channels to satisfy your customer needs quickly.

Proactive Call Deflection

If you have advance notice about any kind of software upgrade or product launch that may affect your customers, there are a number of call deflection solutions available to proactively manage customer expectations. Updating website and interactive voice response (IVR) messaging ahead of time can give customers a heads up that the event is taking place. This messaging can also warn them that there may be a longer call wait time if they experience issues and recommend alternative channels for getting in touch with customer service.

Omnichannel Solutions

When customers call the contact center and are put on hold, a call back queue helps relieve tension. The automated queue holds a customer’s place in line and calls them back when an agent becomes available.

Customers want answers quickly, and in certain instances, self-service options can be an easier, more efficient solution than waiting to speak to a representative. Chatbots can be a great way to help provide solutions to simple-fix questions. While customers are on hold, messaging can highlight chat as an alternative solution. Likewise, if the system detects that a customer is calling from a cell phone, it can send them a text with a chat link for faster service.

Chatbots and SMS messaging can reduce call load and free up contact center agents. While one agent can only manage a single phone call at a time, it’s easier to manage multiple chats and SMS messages simultaneously. With an omnichannel system in place, you will have these alternate communication channels available to customers and service history available to agents, which can help provide faster resolutions.

Of course, with enough advance notice, you can also be sure to schedule more agents to work at the time you anticipate calls to spike, which can help ease the burden of high call volume.

Reactive Call Deflection

In today’s digital world, there’s always the chance for technical difficulties to arise without warning. When that happens and calls start to spike, you can still fall back on many of the same call deflection methods you would use proactively. IVR and website messaging can be updated on short notice to alert customers that you are aware of the current situation and redirect them to self-service options. Adjusting the schedule of your team and engaging work-at-home agents on the fly can increase the pool of customer service representatives available to take calls and chat with customers.

Cost-Saving Technology

Because of their one-to-one nature, calls are one of the most costly channels for a contact center. Self-service channels like chat and SMS messaging can help cut costs as agents can efficiently handle multiple customer requests at once.

Implementing call deflection solutions during call anomolies can lead to reduced call volume and wait time, faster resolution of issues, and increased customer satisfaction, which all stand to help your bottom line.

Is your omnichannel system optimized for the best customer experience?