What is Call Deflection?
What is Call Deflection? What is Call Deflection? Call deflection is reducing the number of calls that come into your contact center, help desk, or other areas of your business by diverting calls to alternate means of answering customer questions, such as self-service or digital channels. How do you calculate call deflection? Step Three: Determine The Value of A Call Deflected This can be calculated by dividing the total cost of the current customer service call center (people + technology + overheads) by the total number of calls received during this period. What is deflection in customer service? Call deflection...