For companies with customer service lines, call center cost savings is always an important topic. To reduce call center volume, businesses employ a variety of tactics with their digital properties and employee training. For example, your website should include self-serve options for customers such as frequently asked questions (FAQs), knowledge base articles, and how-to guides. Passwordless login is also a major time saver for call center teams.
While cost savings are always important, you also need to consider how your customer service offerings impact customer satisfaction. To paint a clear picture of this process, Ping broke down the topic of reducing call center volume into three categories:
Each of these subtopics includes granular approaches to call volume reduction that Ping uncovered through careful research. By following this detailed roadmap, you will cut operational costs while also boosting customer service.
Without further introduction, here are Ping Identity’s 20 tips for reducing call center volume: