How can we reduce call volume? 

What ideas can you share for redirecting calls or eliminating unnecessary calls? 

Myra's answer to: How can we reduce call volume? 

In my call center consulting experience, most, if not all, call centers can realize a measurable reduction of incoming calls by eliminating unnecessary calls.  

For example, when I was overseeing a small call center in the travel industry, we discovered that hundreds of calls everyday were from customers checking to see if their frequent flyer mileage had posted. The call volume from these simple and routine inquiries led to high queues, longer hold times for customers calling with real problems, and it negatively impacted our overall service performance because we had less that acceptable call back times for these inquiries.

By adding a prompt on the call center's IVR that allowed customers to automatically request mileage posting, call volume was slashed and service levels improved measurably.  Here are 2 ways you might slash your call volume:

1. If you haven't already, implement an IVR. A good IVR can handle routine inquiries quickly without human intervention. One of the best IVRs I've come across is for the Crest WhiteStrips Guarantee. When customers call up the toll-free "Guarantee" line, they are greeted by a surprisingly friendly human-sounding IVR that gives the option of a coupon for another WhiteStrips package or to promptly process a refund. Customers are clearly given instructions for how to request a refund and information is easily repeated. Customers never have to speak to an agent. 

2. Maximize your website. In my own company, www.myragolden.com, we have seen dramatic reductions in call volume in response to webinar support by simply making our website support more comprehensive and user friendly. In the past, the day of a web program, our call volume was through the roof. Customers called requesting lost passwords, with questions about handouts, connection, etc. 

After struggling with high call volumes on web seminar days for four years, we got smart and put all of the answers to FAQ on our website an IVR. Today, we get less than 2 support calls per event.