6 Effective Ways to Reduce Repeat Calls in Your Contact Center

4 Tips for Managing Customer Service Queues

6 Effective Ways to Reduce Repeat Calls in Your Contact Center

Annoyed customers are not good for your business. But, we all are aware how impatient customers get when they fail to receive what they seek. Contact center services often face the challenge of fulfilling the desired assistance and services to the customers which ultimately make them call repeatedly. It is tedious for contact centers to rehearse the same issue over and again.

A significant goal of every contact center service is to improve first call resolution to prevent call-backs from customers. Here are some proven ways to reduce repeated calls in your contact center.

WConnect customers to the right agents

One of the best solutions to prevent repeated call is to connect customers to the right agent so that they can receive instant and best response to their queries. It is possible when the contact center software is lace with the right tools, like Custom IVR which handle a large volume of customer call smartly by giving them an option to reach the right department and agent. Skill-based routing can be very helpful in this scenario where specific teams can be created according to different criteria and customers can be channeled to the right resource. Smart routing mechanism reduces the number of escalation increased after first call resolution.

Identify the reasons for repeated calls

Often the source of repeated calls goes to an issue which agents fail to identify. It is essential for call agents to identify the reasons for which the customers are repeatedly seeking assistance. This could be addressed by conducting specific training for the agents. Once agents understand customer needs, they can offer instant help which can further lower down the hassled calls of customers.

Create a powerful FAQ page

You may not have noticed, but a powerful FAQ page can help lower significant amount of calls. Ideally, your website’s FAQ page should offer handy information to customers which can be done by updating the information, hyperlinking the information to the right pages and recycling the information. Often FAQ contains so basic answer that it is no use for customers. If you find a specific issue customers ask time and again, include it in your FAQ page with a detailed answer. Ensure that answers are crisp, clear and straightforward.

Solve untold concerns of the customers

There may be times when customers reach your contact center, not for one issue but multiple ones. Ask your call agents to pay attention to not only expressed problems but also untold issues. For agents, who are used to listening to complaints for a long time, find it easy to figure out even hidden problems of customers. Additional attention to every customer prevents them from repeating calls.

Create a knowledge center

A knowledge center is a central location in your server where call agents can access, search for and contribute policies. Apart from providing training to agents, they should have access to a hub of information where there is scope of resolving customer problems and share them with their co-workers. A knowledge center gives way to self-train and share information with other team members and agents. The easier will be it to access the information, the lesser stress will they feel. It will allow them to help customers properly rather than rushing them off the phone.

Review call data

If you are facing a large volume of callbacks, set aside time to review and analyze calls. The call recording feature of contact center services will perfectly assist you in this task. Explore the main reasons for call-backs, like a specific product? Sale agent? Type of business? When you identify common threads, it becomes easier to create a better solution to curtail future calls for the same reasons.

Your customer satisfaction has a significant impact on your bottom line. Repeated calls are often an indication of poor customer satisfaction, so follow these simple steps and minimize the number of call-backs.