Call center cost savings are top-of-mind for most of today’s companies. To reduce call center volume, many businesses use customer-centric self-serve options. These include frequently asked questions (FAQs), a robust library of knowledge base articles, how-to guides, and site-wide search capabilities.
In more recent years, as customer expectations have increased, companies have started to get more creative in figuring out how to reduce calls in a call center. Chatbots, AI-inspired technology, and passwordless authentication technology are examples of tools that help reduce volume in call centers, boost customer service and agent productivity, and ultimately achieve call center cost reduction.
Read on for our call center efficiency tips.