What is Call Deflection Rate?

Call Deflection Rate refers to a crucial metric in the realm of visual customer service that measures the effectiveness of a company’s efforts to divert incoming customer support phone calls toward alternative, self-service channels. Call deflection aims to provide customers with quicker and more convenient solutions through digital means, reducing the need for traditional voice-based support.

Understanding Call Deflection in Visual Customer Service

In the context of visual customer service, call deflection involves steering customers away from calling customer support hotlines and encouraging them to seek assistance through visual and digital channels. These channels may include chatbots, self-service knowledge bases, interactive FAQs, and even real-time visual support sessions where agents can visually guide customers through their queries.

How Call Deflection Rate is Calculated

Call Deflection Rate is typically calculated as the percentage of total incoming support calls that are successfully deflected or redirected to alternative channels. The formula is:

Benefits of Call Deflection Rate in Visual Customer Service:

1. Faster Resolutions
   Digital channels often provide instant access to information, helping customers find solutions more rapidly than waiting on hold during a call.
2. Cost Efficiency
   Self-service options and visual assistance can handle multiple inquiries simultaneously, reducing the need for additional support staff to handle phone calls.
3. Enhanced User Experience
   Customers appreciate the convenience of finding solutions through channels that suit their preferences, leading to higher satisfaction rates.
4. Reduced Workload
   Support agents can focus on more complex issues requiring human intervention, improving their efficiency and job satisfaction.
5. Valuable Insights
   Data from call deflection efforts can provide insights into common customer pain points, guiding improvements in self-service resources.

Strategies for Successful Call Deflection

1. Prominent Self-Service Options
   Ensure that self-service options are easily accessible on your website and app interfaces.
2. Interactive FAQs
   Provide interactive and visual FAQs that guide users step-by-step through common issues.
3. Chatbots and Virtual Assistants
   Implement AI-powered chatbots that can engage users in real-time conversations and provide instant solutions.
4. Visual Customer Support
   Incorporate visual customer support solutions where agents can directly interact with users’ screens for efficient issue resolution.

Call Deflection Rate is a vital metric in visual customer service, indicating the success of efforts to encourage customers towards digital self-service channels. By effectively deflecting calls through visual and digital means, companies can streamline their support processes, deliver faster resolutions, and enhance the overall customer experience while optimizing operational costs.

To learn more about TechSee’s visual support technology and how our automation improves call deflection rates, schedule your complimentary consultation today.