What is call deflection? Automation & benefits...

When call deflection is used, routing algorithms are implemented to help route calls in an efficient and cost-effective manner. For example, it can help reduce wait times by ensuring that the most appropriate agent is reached, or the call can be diverted to a team which is experiencing lower volumes currently and can support in a pinch. This technique is also used to match language skills with callers and increase customer satisfaction by connecting them with an agent who speaks their native language.

This kind of automation can come in various forms, but one of the most common solutions, if you have an omnichannel-enabled support system, is to use various channels in the digital space. By spreading out the load evenly across different channels, your agents can still dedicate time to complex queries while leaving customers happy. 

For example, a customer might contact your support team to ask about changing an address for a bill. During a surge, they could be waiting a very long time to speak to an agent on the phone. With call deflection, you can suggest that they continue the conversation uninterrupted but on a channel like WhatsApp for Business or Messenger. You might use IVR to get more information about their issue before they are redirected, so that the next person they speak to is able to help them quicker.

Instead of manually redirecting calls or inputting the same information over and over again, a call deflection software can keep all of your data in one place to make it easier for various agents to jump in and solve a query. It also means you don’t overload one individual or team with more work than they can handle, while saving on potential costs associated with hiring more staff, decreasing AHT, and improving your FCR.

Customers are always looking for different ways to get in touch with a brand, but fundamentally, they just want to feel heard and have their problem solved. By giving them a choice of channel to communicate on, they may feel more comfortable communicating with you - some people prefer to use chat or self-service options rather than speak to an agent, and it could also in certain cases be a preferred channel due to technical, physical, or societal limitations.

When it comes to things like sharing contact details, financial information, or other sensitive data on the phone, many customers may feel uncomfortable saying this out loud or giving this information to a voice on the phone. A different channel may give them more privacy, and encryption software can ensure tighter cyber security for these kinds of transactions.

Without the need to hire additional staff to handle high volumes, or purchasing expensive and complex software that cannot be fully integrated into your systems, you may find yourself actually saving on costs by spending a little less on an effective call deflection solution. In the long run, it will also help you maintain a high customer satisfaction and loyalty level, which will ultimately bring your business greater benefits.