Reduce call volume
Developing a call avoidance strategy is the first step that will help you to reduce your calls. You need to recognise that a potentially significant proportion of calls add no value to the customer or to the organisation. They are therefore costly to both parties and should be eiminated wherever possible.
The typical focus in call avoidance is to identify:
- Repeat calls – where the caller is ringing back to chase up their order; refund; response to their query etc.
- Call transfers due to the wrong number being used – as a result of out of date directories and incorrect sources advertising the number
- Complaints – where a complaints logging process is an excellent source for monitoring and reviewing the root causes of complaints and taking the necessary corrective actions.
- One and Done - where a single call can complete all the necessary processes and actions required from a customer contact at the first point of contact. The greater the number of calls that can be handled by one stop handling, the more efficient and effective a centre can be.
- Knowledge gaps – that cause the call duration to be extended by putting the caller on hold. Any consistent knowledge gaps imply there are training needs with a group of Agents which requires either training or coaching. In addition, check with the induction training course that any of these gaps are adequately covered or need to be re-emphasised.
Contact Management
One way of identifying how to reduce your calls is to use the following simple two-by-two matrix to determine the value that each contact has to the business and what you would want to do to it:
Our consultants can help you to understand where the best opportunities exist in your contact centre to reduce your calls - and how best to exploit technology to achieve these gains.
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