Inbound calls are generally initiated by customers to the company’s help desk/ inbound call center service company when they face any issues with the company’s products/ services or wish to make any inquiry. The call center agent is bound to resolve the issue providing a convincing solution in minimum time. At the same time, handling every call becomes cumbersome for the agents thereby increasing the company’s cost too. Thus, the concept of ‘Call Avoidance’, which aims to reduce the number of inquiries, emerged.

The concept of call avoidance pulls out strategies after a detailed analysis of inbound calls. It examines the inbound calls as to why customers contact, reasons behind certain issues, problems that can be resolved through any other means than calling etc. The strategy is now gaining greater attention because of the positive impact that it brought to businesses in terms of performance, productivity and revenue.

This strategy, however, is the most critical aspect and thus a lot of research and analysis goes into it before deciding upon whether inquiries with particular issues could be avoided. One of the significant conclusions that were drawn from such extensive research was the ‘lack of customer awareness’ regarding certain issues like changes in policies or procedures of the company’s product/ service. Many a time, customers were not aware of the new plans, schemes, rates or services until they encountered some problems that arose due to the changes. Sometimes even the existing policies and processes could be ambiguous or misleading. These were some of the usual circumstances that lead to unnecessary inquiries.

Based on the analysis, the commonly occurring problems are generally categorized under a suitable solution. Given below are some of the solutions that could reduce the number of inquiries:

Order status inquiry by customers is a situation where the number of inbound calls increase. Companies can avoid such inquiries by constantly updating the status on their websites.
Online chat is also a most common solution that has proved to resolve issues effectively.
Frequently Asked Question (FAQs), training materials, product manuals/ documentation, are some of the useful resources that could be made available on the inbound contact center service providers’ website.
The problems relating to the password is common yet resolvable without actually making calls. Automated password reset option reduces the agents’ productive time by manifolds. Implementation of the best software that fetches quick Return on Investment (ROI) benefits companies in the long run.
Train your employees to resolve issues by providing a comprehensive solution in such a way that it prevents any problems or questions arising in future. This can best be implemented by applying the techniques learned from previous experiences in handling clients.

While these techniques aim at enhancing the business productivity of the inbound help desk services provider, they should be judiciously implemented so that they do not hamper the value of your business.

However, as it is rightly said that the voice of the agent echoes the voice of the company, the concept of call avoidance cannot always be the solution. The right mix of all the above mentioned strategies, keeping in mind that ‘Customers are always the King’, would help your firm gain an edge over others in the industry.

For more details you can visit at customer service inbound call center, inbound call center outsourcing


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