Call deflection, also known as call diversion, is a strategy used in customer service and support to manage incoming calls. It involves directing the call traffic away from the traditional phone support channels towards more efficient, automated, or self-service channels. This strategy is not about avoiding customer interaction, but about optimizing it to provide faster and more efficient service.
Call deflection is used in many industries, particularly those with high call volumes such as telecommunications, banking, and retail. It's often implemented through various methods like automated phone menus, chatbots, self-service portals, and FAQs on a company's website. The goal is to resolve simple queries without human intervention, freeing up agents for complex issues that require personal attention.
The main purpose of call deflection is to improve customer service efficiency by redirecting simple inquiries to automated or self-service channels. This allows customer service agents to focus on more complex issues.
Customers benefit from call deflection as it can provide quicker solutions to their problems. Instead of waiting on hold for an agent, they can use self-service options to get immediate answers.
Examples of call deflection include automated phone menus, chatbots, and FAQs on a company's website. These tools can answer common questions or guide customers through simple processes.
There are several software solutions designed to facilitate call deflection, such as Zendesk, Freshdesk, and Zoho Desk. These platforms offer features like AI chatbots, knowledge bases, and automated responses to help businesses manage their call traffic more effectively.
Call deflection offers numerous benefits. It can reduce operational costs, improve customer satisfaction, and increase agent productivity. By diverting simple queries to automated channels, it allows agents to focus on complex issues, thus improving the quality of service.
In conclusion, call deflection is a valuable strategy for businesses aiming to optimize their customer service. By leveraging technology and self-service options, companies can manage their call traffic more effectively, improve customer satisfaction, and increase efficiency.