5 Ways your customer support team can reduce high call volume

Faith Ocampo Published on September 2, 2015

profile-call-center-customer-service-team
Do you sometimes feel that many of the calls you get from customers are a little unnecessary? Your agents may often encounter callers who repeatedly ask for the same information over and over, while others simply don t know how else they could access the data they need using other means. These types of calls could easily be prevented if you have the right customer support mechanisms in place.

There could be many reasons behind seemingly unimportant customer calls. For example, some customers are unsure of how to track deliveries or they want to clarify complicated processes. This mainly results from unclear communication between brand representatives and clients, overly detailed forms, or confusing instructions. On other occasions, however, the negligence may be coming from your agents. Failure to take an action or follow up customers about ongoing processes could be the culprit.

To resolve this issue, here are five effective call center practices that can reduce your call volume and help you manage your customer relations better.

1. Visualize processes through maps.

female-call-center-agent-looking-at-virtual-map-interface

Customer journey maps are visual representations of the customers’ experience. They provide an overview of the entire experience that a brand promises to its clients. A map detailing the steps or phases that your customers would have to go through will educate them about your brand.

As a form of customer support, this lets them know where to get the information they need and how to maximize the products and services you offer.

2. Promote self-service in online platforms.

Some brands struggle with educating their customers so that they d be more independent consumers. As a first step, building a culture of self-service may start in your online platforms. Aside from having a team of call center agents, there are numerous online tools that would ultimately improve your services. Some of these customer self-service tools include web page search, a compilation of FAQs, online shopping and payment, and virtual assistants.

3. Categorize customer calls.

One of the best ways of reducing your call center’s call volume is with the use of an interactive voice response (IVR) system. With an IVR in place, all the calls are easily categorized and routed to the appropriate agents or teams. When you categorize customer calls, you re actually categorizing market demands. Analyzing what makes your clients push the hotline button would help you pinpoint where the usual problems are coming from. This way, you can identify bottlenecks and problematic processes so you can ensure they won t occur again. As a result, you d get fewer misrouted calls and happier customers.

4. Always give correct and verified information.

Good customer relations are fostered through the continuous process of trust building. Providing the right information especially at the very onset of brand-customer interactions would not only help you create good first impressions, it would also help you lessen the number of calls you receive and keep up your reputation as a reliable and trustworthy brand.

5. Understand the customer lifecycle.

smiling-customer-service-call-center-agents

As one of the frameworks of customer support, customer lifecycle management is an approach that aims to understand how your customers interact with your brand. What touchpoints do they have access to? What phases do they go through before finally making a purchase? Understanding these aspects would help you increase customer satisfaction as you devise smoother and more convenient transactions for your market.

In an industry that thrives on tight competitions among businesses, it’s crucial to get your message across by providing the best options to your target market. Succeeding in cutting down the volume of customer transactions in your call center means that you’re able to enhance the customer experience, leading to improved and long lasting customer relations.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 6 days ago
The holiday season is a double-edged sword for businesses. On one hand, itโ€™s a golden opportunity to boost sales. On the other, itโ€™s a daunting challenge to maintain exceptional #CustomerService amid the surge in inquiries and heightened expectations.

But fear not, brands, big or small! We know how to elevate your customer service game this holiday season: https://buff.ly/3OreCax

----------
You don't have to face the holiday rush alone.
Partner with a trusted #CustomerSupport call center that's powered the success of industry giants: https://buff.ly/40NMcP9

#WeSpeakYourLanguage
#CustomerSupport #CX #CSat
#CustomerSatisfaction #CustomerExperience
Open Access BPO 6 days ago
๐——๐—ฎ๐˜ƒ๐—ฎ๐—ผ is one of today's leading #BPO destinations, contributing to the #๐๐ก๐ข๐ฅ๐ข๐ฉ๐ฉ๐ข๐ง๐ž๐ฌ' distinction as a premier player in the global #outsourcing scene. The city's economic strength proves its capacity to host rich #offshoring investments.

Its provincial rates, coupled with a population of highly skilled professionals make #Davao an ideal budget-friendly option for English language #BackOffice solutions.

Fuel your ๐›๐ฎ๐ฌ๐ข๐ง๐ž๐ฌ๐ฌ ๐ ๐ซ๐จ๐ฐ๐ญ๐ก with ๐œ๐จ๐ฌ๐ญ-๐ž๐Ÿ๐Ÿ๐ž๐œ๐ญ๐ข๐ฏ๐ž ๐›๐š๐œ๐ค ๐จ๐Ÿ๐Ÿ๐ข๐œ๐ž ๐ฌ๐ฎ๐ฉ๐ฉ๐จ๐ซ๐ญ delivered from ๐Ž๐ฉ๐ž๐ง ๐€๐œ๐œ๐ž๐ฌ๐ฌ ๐๐๐Ž ๐ƒ๐š๐ฏ๐š๐จ: https://buff.ly/3AMLpDq

----------
๐„๐ฑ๐ฉ๐ฅ๐จ๐ซ๐ž ๐Ž๐ฉ๐ž๐ง ๐€๐œ๐œ๐ž๐ฌ๐ฌ ๐๐๐Ž
โ€ข Our Solutions: https://buff.ly/3YMscKj
โ€ข Our Other Locations: https://buff.ly/4evCh41

#WeSpeakYourLanguage
Open Access BPO 7 days ago
๐—˜๐—ฐ๐—ผ๐—บ๐—บ๐—ฒ๐—ฟ๐—ฐ๐—ฒ ๐—ฏ๐—ฟ๐—ฎ๐—ป๐—ฑ๐˜€ ๐—น๐—ผ๐˜€๐—ฒ ๐—ฎ ๐˜€๐˜๐—ฎ๐—ด๐—ด๐—ฒ๐—ฟ๐—ถ๐—ป๐—ด $๐Ÿฐ๐Ÿด ๐—ฏ๐—ถ๐—น๐—น๐—ถ๐—ผ๐—ป ๐˜๐—ผ ๐—ณ๐—ฟ๐—ฎ๐˜‚๐—ฑ ๐—ฒ๐˜ƒ๐—ฒ๐—ฟ๐˜† ๐˜†๐—ฒ๐—ฎ๐—ฟ.
And this loss is expected to grow annually unless online retailers make a significant move to strengthen their #DataSecurity strategies.

๐—›๐—ผ๐˜„ ๐—ฐ๐—ฎ๐—ป ๐˜†๐—ผ๐˜‚ ๐—ฝ๐—ฟ๐—ผ๐˜๐—ฒ๐—ฐ๐˜ ๐˜†๐—ผ๐˜‚๐—ฟ ๐—ฏ๐—ฟ๐—ฎ๐—ป๐—ฑ ๐—ณ๐—ฟ๐—ผ๐—บ ๐˜๐—ต๐—ถ๐˜€ ๐˜๐—ต๐—ฟ๐—ฒ๐—ฎ๐˜?

๐—ฆ๐˜๐—ฎ๐—ฟ๐˜ ๐—ฏ๐˜† ๐—ถ๐—ฑ๐—ฒ๐—ป๐˜๐—ถ๐—ณ๐˜†๐—ถ๐—ป๐—ด ๐˜๐—ต๐—ฒ ๐—ธ๐—ถ๐—ป๐—ฑ๐˜€ ๐—ผ๐—ณ ๐—ณ๐—ฟ๐—ฎ๐˜‚๐—ฑ ๐˜๐—ต๐—ฎ๐˜ ๐˜๐—ต๐—ฟ๐—ฒ๐—ฎ๐˜๐—ฒ๐—ป ๐—ผ๐—ป๐—น๐—ถ๐—ป๐—ฒ ๐—ฏ๐˜‚๐˜€๐—ถ๐—ป๐—ฒ๐˜€๐˜€๐—ฒ๐˜€ ๐—น๐—ถ๐—ธ๐—ฒ ๐˜†๐—ผ๐˜‚๐—ฟ๐˜€:
https://buff.ly/4hOEN8y

---------
For secure #outsourcing services trusted by global brands, elevate your business.
Contact us today: https://buff.ly/4fKNQpa

#WeSpeakYourLanguage
#InformationSecurity #InfoSec
#InternationalFraudAwarenessWeek
#FraudDetection #FraudAwarenessWeek
Open Access BPO 9 days ago
๐—˜๐—ฐ๐—ผ๐—บ๐—บ๐—ฒ๐—ฟ๐—ฐ๐—ฒ ๐—ฏ๐—ฟ๐—ฎ๐—ป๐—ฑ๐˜€ ๐—ฎ๐—ฟ๐—ฒ ๐—ฐ๐—ผ๐—ป๐˜€๐˜๐—ฎ๐—ป๐˜๐—น๐˜† ๐—ผ๐—ป ๐—ด๐˜‚๐—ฎ๐—ฟ๐—ฑ ๐—ฎ๐—ด๐—ฎ๐—ถ๐—ป๐˜€๐˜ ๐—ณ๐—ฟ๐—ฎ๐˜‚๐—ฑ๐˜€๐˜๐—ฒ๐—ฟ๐˜€. ๐—ช๐—ถ๐˜๐—ต ๐˜๐—ต๐—ฒ ๐˜€๐—ฎ๐—ณ๐—ฒ๐˜๐˜† ๐—ผ๐—ณ ๐˜๐—ต๐—ฒ๐—ถ๐—ฟ ๐—ฐ๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐˜€ ๐—ต๐—ฎ๐—ป๐—ด๐—ถ๐—ป๐—ด ๐—ถ๐—ป ๐˜๐—ต๐—ฒ ๐—ฏ๐—ฎ๐—น๐—ฎ๐—ป๐—ฐ๐—ฒ, ๐˜๐—ต๐—ฒ๐˜† ๐˜€๐—ต๐—ผ๐˜‚๐—น๐—ฑ ๐—ฏ๐—ฒ!

While internal security measures are crucial, there's strength in numbers.
Luckily, you don't have to face them alone.

#CallCenter outsourcing can be your secret weapon in the fight against these criminals.

Here's how #CallCenter outsourcing can be your reinforcement against these criminals: https://buff.ly/3Z0GZCa

----------
Partner with an #outsourcing partner that keeps #InfoSec a top priority alongside great #CustomerExperience: https://buff.ly/3YYV970

#WeSpeakYourLanguage
#InformationSecurity #InfoSec
#InternationalFraudAwarenessWeek
#FraudDetection #FraudAwarenessWeek
Open Access BPO 9 days ago
It's crucial to meet your customers' expectations, but sometimes unforeseen circumstances can get in the way.

Here's a quick guide on how to handle those challenging moments and come out stronger with our #CustomerSupport strategy: https://buff.ly/3O7gYLa

----------
Let's turn mishaps into opportunities: https://buff.ly/3O26Bsc

#WeSpeakYourLanguage
#CustomerExperience #CX #CSat
Open Access BPO 9 days ago
A positive word-of-mouth isn't the only benefit that #CustomerService has with your marketing.

It's a bit more complex than that, to be honest, but our blog can guide you through it all: https://buff.ly/3YZom1B

----------
Entrust your #outsourcing needs to a company that not only upholds your brand's message but propels you towards success.

Discover how we align with your vision: https://buff.ly/3UKZHLC

#WeSpeakYourLanguage