Some additional tips for reducing inbound call volume:
- Encourage the adoption of self-service channels. Those can include a knowledge base, FAQs, and/or chatbot.
- Make it easy for customers to find the information they need. Easy means improving your website navigation or creating clear and concise call scripts.
- Empower customer service agents to resolve issues quickly and efficiently. Provide agents with the right tools and training to achieve resolution on the first call.
- Monitor call volume and performance metrics on a regular basis. The metrics will help identify areas for improve and highlight areas of emerging need for attention.
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