How to reduce inbound call volumes by increasing customer engagement

Customer engagement is all about transparency, communication, and information. Proactively providing the information customers need ahead of time can reduce inbound calls, freeing up your customer service team to handle more complex issues.

Person using phone for customer engagement

In these high-anxiety times, it’s perhaps unsurprising that customers are reaching out for more support and reassurance. Many support teams have found themselves stretched thin throughout the coronavirus crisis — 75% of service professionals say that managing case volume has been more challenging during the pandemic.

With limited resources and higher demand for support, how can call centres stay above water?  One useful approach is to proactively reduce call volumes. This call centre solution can save your business money (even outside the call centre), and improve customer satisfaction. 

Streamlined communication workflows and increased customer engagement have been proven to reduce inbound calls, leading to significant operational savings. Let’s dig into why customers tend to contact support, and how customer engagement can help keep call volumes down.

 

Why are customers calling?

Customer expectations for field service are influenced by companies in other sectors that provide real-time tracking, like Uber, Lyft, and Postmates. Customers are now accustomed to that level of engagement, and aren’t likely to be satisfied with less.

When real-time updates and communication aren’t available, anxieties go up, and so do call numbers — 86% of customers want to talk to their technician directly on the day of service. If they’re not given that opportunity, they may end up calling customer support for updates instead.

Three of the most common calls support centres receive include:

  • Chase calls: These are those “where is my technician?” calls. Without customer engagement features (i.e. automatic notifications sent via email or text appointment reminder software, real-time ETA tracking, and two-way communication), appointment timing is unclear, and customers will call to track down the details.

  • Appointment change calls: Sometimes customers need to make updates to their appointments, whether they realise they provided the wrong model number for a repair or they’ll no longer be available at their appointment time.

  • Feedback calls: Customer feedback is invaluable, but call centres often get bogged down with follow-up calls.

 

How can customer engagement help?

Customer engagement is all about transparency, communication, and information. Proactively providing the information customers need ahead of time can reduce inbound calls, freeing up your customer service team to handle more complex issues.

When it comes to managing call volumes, reducing chase calls is a big factor. For example, United Living Property Services saw a 50% reduction in calls to their call centre once they enabled customer notifications and ETA tracking

Since these customer engagement features have been implemented, United Living Property Services customers have more information about when their technician will arrive and can track them in real time. They can also manage their own appointments (confirm, reschedule, or cancel), reducing appointment change calls and cutting no-access appointments by 45%.

Follow-up calls are another key area for improvement. When you ask for feedback via a portal in a timely fashion, many customers will decide they don’t need a phone call. In fact, utility provider Welsh Water was able to reduce follow-up calls by 83% by adding an opt-out checkbox to their feedback form.

 

Conclusion

Communicating with customers doesn’t have to be a costly, stressful process. In fact, it can be a key part of reducing unnecessary cost.

With a customer engagement strategy in place, communication can actually drive value for your business. With fewer calls, wait time decreases, and customers are happier — it’s a virtuous cycle for everyone involved.

Localz offers comprehensive customer engagement software, including tools like Manage My Appointments.

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