7 Ways to Automate Call Deflection in a Hurry


What is Call Deflection?

1. Learn what people are calling about

2. Add bots to automate human conversation

3. Create a space for your customer community to support each other

4. Preempt the call

5. Eliminate waiting on hold

6. Digital channels

7. Optimize your knowledge base

Conclusion


FAQ
Imagine a customer calls your company’s support line. Instead of speaking directly with an agent, they’re directed to an IVR that provides them with needed information. Another example includes offering a chatbot or FAQ section to reduce the number of calls by answering common questions.
Call forwarding allows you to direct an incoming call to another phone line or voice mail. Call deflection is a strategy that seeks to reduce the volume of calls that reach live agents. Call forwarding seeks to redirect calls to ensure they’re answered, and call deflection is a call volume management technique.
Your call deflection rate describes the percentage of incoming calls or inquiries that are redirected from human agents to self-service solutions like AVR systems or knowledge base articles. High call deflection rates usually indicate better efficiency at solving customer problems.