Premier CX: The Art of Deflection

Deflection messaging can be a great way of reducing call volumes.

However, if done poorly, even well-intentioned deflection attempts can result in an increase in unnecessary calls.

For deflection to be successful, you have to focus on the bigger picture: positively impacting customer satisfaction overall.

At Premier CX we do this by ensuring all messaging is engaging and benefit led – and we were commissioned by a world-renowned beauty brand to do just that. We helped them modify their customers’ behaviour and achieved an instant reduction in call volumes. Years on, we are still working together to continually improve their contact centre KPIs with engaging content in the IVR and in queue.

To find out how Premier CX could help you reduce call volumes, select from one of the next steps below:

  1. Claim a 30 min consultancy session >>
  2. Benefit from a free caller experience audit >>