Call Deflection

Call Deflection is a technique or technology used to divert incoming calls away from the contact center to self-service channels or automated systems for issue resolution, reducing call volume and agent workload.

1. Reduced Call Volume: Diverts routine inquiries and requests to self-service channels, minimizing agent workload. 2. Cost Savings: Lowers operational costs associated with handling inbound calls and staffing contact center agents. 3. Improved Efficiency: Enhances service efficiency by automating routine tasks and providing immediate assistance to customers.

1. User Adoption: Encouraging customers to use self-service options may require incentives or promotions to increase adoption rates. 2. System Integration: Seamless integration with existing contact center systems and self-service platforms is essential for effective call deflection. 3. Content Relevance: Self-service options must offer relevant and accurate information to meet customer needs and expectations.