Experts reveal important tips to reduce call center volume. Tom Smith ctsmithiii. Tom Smith is a Marketing Strategist and Research Analyst for DZone. You can also find Tom at Insights from Analytics. The most important tip for companies looking to reduce call center volume isA prepopulated Q A community with the top 1. Over time the community becomes an encyclopedia of questions and answers whereby virtually every customer question is answered, reducing call center call volume by 4. John Paul EngelJohn. Paul. Engel. John Paul Engel is the Founder and Global Executive Director of Project Be The Change. An internationally known consultant, speaker, and author, John has worked in 1. A portion of the profit he earns from Knowledge Capital Consulting underwrites most of the operating costs of Project Be The Change. John has been invited to speak to students at numerous schools including University of Chicago, Carnegie Mellon, and Oxford University UK. The best way to reduce call center volume isThrough digital customer care. A chat session takes 12 the time of a call and can be done from anywhere. Proactively posting on social media when you anticipate call center volume can reduce calls during a spike, like an outage for a utility. Finally, video links that answer common help desk questions posted on Twitter can be effective for reducing call center volume. Jessica Ordonez. Jessica Ordonez is President of Apicality Communication LLC. Apicality offers workshops, coaching, and editing services to help business professionals transform their business writing, making it concise, direct, and specific. Our clients include the World Bank, the International Finance Corporation, Scotiabank, The Wharton School, and others. One of the best ways to reduce call center volume is toWrite clear, concise FAQs that make it easy for customers to find the answers to their questions. James Ferraro Far Side Virtual' title='James Ferraro Far Side Virtual' />Customers quickly lose patience with rambling, vague, and ambiguous FAQs, preferring to pick up the phone to speak with a customer service representative rather than scrolling through pages of text that are convoluted at best and irrelevant at worst. Fortunately, revising your FAQs to anticipate and address customers questions and concerns is simple. Principles Of Auditing Book. The key is to 1 understand your audience and 2 write in plain English. Understand Your Audience You need to place yourself in the mind of your customers who are calling in with questions and concerns. What is their frame of mindHow do they view the problem and your solutions If you are already providing extensive call center services, ask the representatives to record the nature of thecustomers inquiries. Identify recurring themes and identify the best responses. Write in Plain English. Once you have a clear understanding of your customers, you can write clear responses that fully address their concerns. James Ferraro Far Side Virtual Torrent' title='James Ferraro Far Side Virtual Torrent' />Use plain English, which means writing in simple sentences that quickly present the main idea without superfluous details. Place these clearly written questions and answers at the top of your FAQs where customers are sure to spot them, and you should see an almost immediate decrease in the number of calls related to those particular questions. The Results. Does this work in real life Certainly In his book, Writing for Dollars, Writing to Please The Case for Plain Language in Business, Government, and Law, law professor Joe Kimble cites numerous studies in which companies have reduced their reliance on call centersand their expensesby using clear, concise writing to anticipate and address customers questions. For example, he cites a 1. U. S. Department of Veterans Affairs in which the simplification of form letters reduced support callsfrom 1. Its curious that whoever signed off on this article assuming it was properly vetted at the Secretariat of State didnt pick up on the authors conflation of. The best opinions, comments and analysis from The Telegraph. Read the latest stories about LIFE on Time. MTQ4NDUwMTA0MTA4NDgwNzU0MQ%3D%3D.2' alt='James Ferraro Far Side Virtual' title='James Ferraro Far Side Virtual' />He also notes that when General Electric adopted plain English for its software manual, the company saw the number of support calls for each customer decrease by 1. Are you ready for the next step Start revising your FAQs today, or work with a professional copywriter or editor who is well versed in the principles of plain English. You will reap the benefits in terms of reduced call center volume and cost savings almost immediately. Arsineh GhazarianMy. Zveil. Arsineh Ghazarian is the Co founder and CEO of Zveil, an online bridal veil design and retail business. Prior to taking on this role she worked with a variety of non profits and technology companies to help them manage their social media presence and online communities, most notably Experience Project an online community with over 3. To reduce call center volume, companies shouldGenerate a FAQ section where customers can find the answers to popular questions. Streichquartett in HMollString Quartet in B Minor 9788496711396 8496711390 El Principe Cuervo, Elizabeth Hoyt 9780160805998 0160805996 Code. Companies could also go one step further and implement a peer support system, in which customers can help answer common questions asked by their peers. This is ideal for general questions, while questions pertaining to account information would continue to be handled by staff. Angie StocklinReaders. Dot. Com. Angie Stocklin, COO and Co Founder, along with her husband Randy, of One Click, oversees business operations including customer service, order fulfillment, merchandising, and vendor account management for felix  iris, Readers. Sunglass Warehouse. The best way to reduce call center volume is toMake your website as self service friendly as possible. Robust online accounts allow your customers to process returns and track delivery estimates, while an interactive knowledge base or FAQ section allows them to get their easy questions answered quickly without a call or email to your service team. AJ SaleemSuprex. Learning. AJ Saleem is the Director of Suprex Learning, a leading private tutoring and test prep company based in Houston. AJ has created a big dent in the private tutoring market by offering well trained, highly qualified teachers who are also dynamic instructors. The company also operates in New York and Chicago. The best way for companies to reduce call center volume isI run a tutoring company, and were always receiving inquisitive calls about our staff, how much we charge, and our hours of operation when all of this information has already been listed on our website. Weve struggled with the long battle of reducing call volume and made a couple changes to our business that have helped us clear our phone lines for warm leads. Dont put your company phone number on the top of your website. Place your company phone number at the bottom of the page or Contact Us page so the customer actually has to take the time to go through your website before calling you. Customers are more likely to call you if they see a phone number at the top of the website or the center of the home page many customers will ask general questions which they could have explored on the website, such as pricing. You can create a contact button which will link the customer to a contact form, so you as the business owner can now determine if it will be worth the time and effort to follow up with the lead. You want to have your lines clear for sales calls only, so enroll for a Vo. IP phone service such as Ring. Central or Grasshopper, both of which have excellent small business plans for those on a budget. If your customers do find your number and call, route them through an automated message system that includes general information about your company including address and hours of business to reduce the amount of people trying to talk to a live person to get this kind of info.