GoResponse Telephone Answering Service Staff

Improve call centre performance by eliminating avoidable calls

Many methods exist to optimise call centre processes, including streamlining software, training agents and focussing on providing high-quality consumer care. Another option is to place a priority on eliminating available calls, thereby freeing up agents and other telephone answering services staff to concentrate on other work.

If you choose this method, it is best to start by implementing a call-avoidance system. This can be used to highlight not only why people are calling, but also the root problem. It is these root problems that can offer many answers to call centres, allowing executives to pinpoint common call causes. As a result, action can be taken to correct these, reducing call volume and enabling agents to get on with their work instead of repeatedly answering the same queries.

The most effective way to discover root causes is by harnessing the power of speech analytics. This can gather data on the most notable concerns of call centre customers. Analysis of this information can then reveal the most common queries, which executives can take steps to correct.

For example, a poorly curated FAQ page could lead to an influx of calls because answers are either missing or incomplete. Simply updating the company’s website could answer many people’s questions before they need to ring, thereby eliminating unneeded calls and optimising the call centre process.

Acting to eliminate the need for certain calls is something that all businesses should aspire to do. In addition to reducing call volume, it can boost consumer satisfaction by giving customers the ability to help themselves.

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