Viber Call Volume Low in 2017: How to Reduce Inbound Calls and Improve Customer Experience

In today's fast-paced digital landscape, call center management faces numerous challenges in managing high volumes of inbound calls. With the rise of communication platforms like Viber, it's crucial for businesses to identify ways to reduce call volume while maintaining exceptional customer service. This article delves into the common contributing factors that lead to increased calls and explores strategies to decrease call volume, resulting in an improved customer and agent experience.

Understanding Call Volume

Call volume is a measure of the number of inbound calls received by a customer support team over a set time period. It's often measured hourly, daily, or weekly, and can be influenced by various factors such as product information accuracy, staffing levels, and support channel availability.

Common Contributing Factors to High Call Volume

1. Incomplete or contradictory product information on your website: Inaccurate or unclear product descriptions can lead to customers calling in for clarification, increasing call volume.

2. Understaffing non-phone support channels: Insufficient personnel handling non-phone support channels like email, chat, and social media can result in a backlog of requests, driving up call volume.

3. Lack of additional non-phone support channels: Not providing IVR (Interactive Voice Response) and self-service options can force customers to make phone calls for simple inquiries.

Strategies to Reduce Call Volume

1. Empower customers with self-service tools: By providing easy access to answers through online resources, such as FAQs, knowledge bases, and chatbots, you can reduce the number of calls related to routine questions.

2. Improve website information accuracy: Ensure that product descriptions are accurate, up-to-date, and easily accessible to minimize calls due to confusion or misinformation.

3. Optimize staffing levels and support channels: Balance your staffing levels with the volume of inquiries received through different channels to ensure efficient handling of requests.

The Benefits of Reducing Call Volume

Decreasing call volume can bring numerous benefits to your call center, including:

1. Improved customer experience: By providing answers quickly and efficiently, you can reduce wait times and frustrated customers.

2. Enhanced agent productivity: With fewer calls to handle, agents can focus on more complex customer requests, leading to improved job satisfaction and reduced turnover rates.

3. Lower operational costs: Reducing call volume can lead to cost savings through decreased staffing needs and reduced overhead expenses.

In conclusion, managing high call volumes is a significant challenge for call centers. By understanding the common contributing factors and implementing strategies to reduce call volume, you can improve customer satisfaction, enhance agent productivity, and lower operational costs. As we move forward in 2017 and beyond, it's essential to prioritize call center efficiency and effectiveness to stay ahead of the competition.

Viber call volume low 2017