Most call centres believe this myth that increasing call volumes are good for the business. Well, they need to re-think! Increasing inbound call volumes mean increasing customer concerns, which is not good for business health. Inbound calls increase when the customers are dissatisfied and in return, they call to inquire about the potential shortcomings in the business operations.
It is important for all companies offering call centre services to keep a check on inbound call volumes, as an increase in the same is not something to be happy about. Most companies today outsource their customer support service to an external partner having experienced agents so that 24X7 services are not a concern. Not all companies have a team of experts on-board to handle the call support responsibility, which is why outsourcing has gained a name.
Since there is much that businesses have to handle in-house to remain competitive in the market, thus outsourcing the secondary responsibility of customer support has become common. Business process outsourcing companies have a team of experts in-house, thus, your call answering service will never be threatened.
Increasing incoming calls means increasing service hindrances, thus using modern technologies to predict and manage the shortcomings is essential. With the help of bots, several unforeseen loops in the business services can be resolved on time.
If you are a BPO outsourcing firm willing to augment your service performance, make sure you leverage modern technologies to meet the market demands. The tech advancements like RPA, AI, and cloud solutions help to resolve service hassles, probably even before they occur. Subsequently, when the issues are resolved on time, the chance of increasing call volumes is not an issue too. Companies face an increase in call volumes because the in-house services reaching the customer has faults.
Well, do you wish to lower your incoming calls? Do you want a prior check on services reaching the customer? Fine, some significant considerations can help you do the same.
Check out the ways Call Centres can Reduce Inbound Call Volumes:
A Check on Service Levels
Companies outsource their customer support to an external partner with the hope that 24X7 service across all channels is assured. When 24X7 service is assured, most customers receive their query resolution on time, thereby decreasing incoming calls.
Companies offering call centre services understand that customers can contact through various channels as per convenience, which is why excellent support on all channels is indispensable to avoid increasing call volumes.
Business process outsourcing companies handle the customer support service, as their experts keep a check on incoming inquiries and analysing the same, service hassles are resolved on time to restrict increasing call volumes.
Make sure your BPO outsourcing firm tracks all channels of communication and the incoming inquiries are resolved on time so that the same does not end up increasing more calls in the future.
Predict Customer Behaviour
The best plan to reduce incoming calls is to predict customer behaviour and take decisions accordingly. Based on predictions, companies can understand human reactions and ways the same can help to uplift the services to meet market needs.
Phil Anderson says “the number of contacts that a customer will make with the organisation throughout their journey, and how better planning can support a reduction in inbound calls by reducing abandoned calls and repeat calls.”
To reduce call volumes, companies need to think like a customer and work on factors that initiate a call from the customer’s side. No caller willingly tries to waste time on calling, thus by behaviour predictions, service issues and demands can be met on time, thus reducing incoming call volumes.
Know the loopholes in the services reaching the customer and hassles she/he may face, thus resolve the same on time so that there is no threat to customer satisfaction.
Understand Customer Journey
The best way call centre services can reduce incoming calls is by understanding the customers’ contact reasons. When you understand the reasons for contact, it is easy to take care of the same in the future and resolve other potential threats even before they occur.
Nowadays, calls are rapidly increasing, as companies do not check their service levels before reaching the customer. Thus, take time to invest in understanding the customer journey and make sure to bring relevant changes prior so that service hassles do not end up frustrating you and the customer later.
Self-Service Promotion
Increasing inbound call volumes not only wastes the business time of productivity but also initiates investment. To manage calls, companies either have to hire and train agents in-house or have to outsource to expert outsourcing agents.
This is where promoting self-service solutions is indispensable, as it gives the customer the chance to resolve concerns hassle-free on their own. Who would want to wait in long call queues, when service resolution is available online?
Well, self-service solutions help customers in resolving their concerns on their own. Customers with a query and take help of FAQs, bots, videos, etc. available online to find an answer to the concerned query instantly. This not only saves the time of the customer but also reduces the cost of hiring and outsourcing the customer support solution to external agents. Moreover, with limited inbound calls, there is more time to invest in business strategy making too.
Emphasize on First Call Resolution
Business process outsourcing companies handling customer support for several partners understand the significance of first call resolution. The better a company handles the call answering service is the easy it is to avoid increasing call volumes.
First call resolution not only maintains customer satisfaction but also builds the business rapport.
The Use of Different Channels
Every BPO outsourcing company willing to simplify answering services for partners should always adapt to offer support services on multiple platforms. When call centre services take the initiative to reach the customer through multiple channels, the burden of incoming call volumes is at ease.
Companies should never force the use of channels to the customer, however, resolve all concerns over texts, emails, calls, social channels, etc. to maintain satisfaction on all platforms. Give customers the option to connect through multiple platforms and educate them about the perks of the same.
However, the user of new channels should not be mandatory just because it is in trend, and it requires being the customer’s choice. Some customers may find an email better, while some might go for online chatting to raise a concern, thus service availability on all is necessary.
Help of Psychologists
Companies offering call centre services handle customer support of varied partners and they need to take the help of psychologists =so that answering the customers efficiently is not a dream anymore.
Since BPOs have a team of agents who handle multiple customers repeatedly, thus handling all the calls with the same ease may be tough.
Psychologists help to train agents well and even help the BPO staff in building their insights better on dealing with customers without losing satisfaction levels. Increasing inbound calls means more dissatisfied customers, which is why psychologists by the side can help to resolve concerns related to customer dissatisfaction easily.
Analytics also helps to access customer moods and requirements, which further helps to meet the changing necessities on time to avoid the chance of increasing inbound calls. Therefore, psychologists’ help can be wise!
Ending Statement
Customers are not the same as they used to be a long time before. Therefore, companies thinking they can get along with customers’ interests easily need to think again. The more the customer tends to call your business complaining of a service issue, is the more they shift to the competitor. Thus, the above-discussed factors to maintain customer satisfaction can help!
