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Lowering Inbound Call Volume To Improve Your Customer Experience - PlayVox - Blog

Lowering Inbound Call Volume To Improve Your Customer Experience

Let’s face it: waiting on hold for customer service is annoying. You cringe through the cheesy music, sigh through automated messages that play at timed intervals, and check your call timer display obsessively to see just how long you’ve been waiting.

A call center team that wishes to spare their customers this agony has two options: hiring more agents or lowering inbound call volume. Whereas hiring brings with it a significant cost increase, reducing the number of calls coming in is not only cost-saving, but also more feasible than you may think.

Here are 6 ways to keep inbound call volume in check while improving the overall customer experience.


1. Make other channels accessible and inviting

Every interaction with a customer should include quick-connect options for further contact. If a customer receives a confirmation email, it should include a link or tab for connecting to livechat. If a customer is visiting the website, the company’s chatbot should initiate contact with a pop-up. If a customer is waiting on hold, they should be given options to connect in other ways. In short, every effort should be made to spread the volume of customers over multiple channels.

The more accessible the channels are, the more likely customers are to make a habit of connecting in ways other than the phone.

**Five benefits of providing omnichannel customer service within the call center**

2. Good omnichannel support and training

If you’re going to drive customers toward non-phone channels, then your contact center must be well-equipped, staffed, and trained to do so. The key to a successful omnichannel strategy is making sure all channels are well-integrated with one another, so that customers can feel comfortable switching from one to the other without fear of gaps, overlaps, or repetition in the transfer of information. Likewise, your contact center must ensure that adequately-trained agents are staffing all channels, and that replies, especially on asynchronous channels, are timely and effective.

**Customer service response and waiting time on social media**

3. Offer self-service options

Customers increasingly prefer self-service options anyway, so why not make this a part of your strategy for lowering inbound call volume? According to a recent Forrester report, customers’ reported use of internet or mobile self-service options rose from 67 percent in 2012 to 76 percent in 2014. The following self-service options may be helpful if your contact center is interested in lowering inbound call volume:

  • Detailed and easily-navigable FAQ’s allow customers to find an answer to their problem without being directed by a service agent. Your FAQ section should be more than just a handful of questions and answers thrown on a page; it should be a living document, constantly evolving and filled with links and tabs that are useful for organizing the information from the top down and from the bottom up.
  • Web portals for making account changes should be available to customers both online and through a mobile app.
  • Online tutorials for solving relatively simple tech problems allow customers to forgo the phone queue and get the job done on their own timetable with minimal interaction (read: friction) with customer service agents. These tutorials can take the form of YouTube videos or online documents or slideshows. The internet has become a smorgasbord of DIY content, so get your contact center in on the action.

And the best part of offering self-service options? Customers will learn how to resolve some of their own service issues, making them less likely to become an addition to your call volume in the future.

**Why you need customer self-service and how to do it**

4. Lean toward asynchronous channels

Agents who are on the phone have a very limited ability to multi-task. Real-time voice-to-voice interaction demands the agent’s full attention, and compared to some other channels, this is less than efficient.

Channels that are asynchronous, like chat, SMS, and e-mail, allow agents to handle more than one customer at any given time.

Agents on average can handle two customers at once via webchat, or a maximum of four without sacrificing service quality. So if presenting customers with options is part of your strategy for lowering inbound call volume (see #1), lean toward asynchronous channels that allow your agents to handle more customers in less time.

5. Optimize your IVR

Your IVR (interactive voice recognition) system can do much more for you than direct callers to the right department or agent.

The IVR system can also provide successful “exit points” for the customer that result in their not having to speak with an agent at all.

If there are simple clerical tasks that customers can complete themselves via touch tone options, make these a highly accessible part of your IVR call flow. This lowers the volume of calls arriving at your agents’ phones, and allows them to focus on more complex customer tasks and services.

**Call center software you need to get ahead of the competition in 2017**

6. Focus on FCR

A good FCR rate means the customer has no need to call back (at least, not regarding the same issue), thus cumulatively lowering inbound call volume in the future. In fact, A 15% improvement in FCR results in a 57% reduction in repeat calls. Moreover, this also has positive implications for customer satisfaction and brand loyalty. 12% of customers who have to call more than twice to resolve their issue will leave a company or brand behind.

**In with First Call Resolution and out with Average Handling Time**

Lowering inbound call volume has many benefits for your contact center. Not only can you cut costs, but customers will be less frustrated by waiting on hold. Finally, your agents will become more skilled and satisfied in their work by handling only the more complex calls.


Publish Date: March 17, 2017 5:00 AM

2020 Buyers Guide Recording

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

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