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How can I achieve call reduction, sustain it, without impacting customer experience?

Picture a seesaw at equilibrium, for an hour. That's exactly how this is. Reducing calls and costs is one thing. Sustaining that is quite another. And balancing it with outstanding customer experience makes it more complex and challenging.

Reducing calls is not a one-time activity. Calls are triggered by several factors that extend beyond the efficiency of the contact centre to online and other business strategies. Indiscriminate call reduction will have a negative impact on the customer experience and actually increase, not reduce cost. Identifying the root cause of calls on a continuous basis, constantly learning consumer behaviour and modifying self service as well as contact management are critical to sustaining call reduction.

We can help you achieve this with Px Solutions, a set of cloud-based offerings from 24/7 Customer that continuously predict, eliminate, avoid and deflect calls while improving customer experience. Px Solutions constantly analyses consumer behaviour to identify the root cause of calls and the expected resolution at each stage of the customer lifecycle and web and contact centre data to improve the efficiency and effectiveness of call deflection. This continuous learning and evolution helps your customers avoid unnecessary and repeated calls. In parallel, Px Solutions also integrate and analyse customer feedback data to improve the experience for each customer, every time. All of this is supported by our Px Operations (PxOps) and driven by the 24/7 Outperformance platform.