Call Deflection Rate

What is Call Deflection Rate?

Call Deflection Rate is a critical metric in customer service that measures the percentage of customer inquiries or issues resolved through self-service channels rather than by live agents. High call deflection rates indicate the effective use of automated systems and self-service tools, which can enhance customer satisfaction and reduce operational costs.

Understanding Call Deflection Rate

The call deflection rate is not just a number but a key indicator of your customer service efficiency. It’s calculated as follows:

How Call Deflection Rate is Calculated

Call Deflection Rate is typically calculated as the percentage of total incoming support calls that are successfully deflected or redirected to alternative channels. The formula is:

Considerations for Call Deflection Rate

1. Customer Experience: While deflecting calls to self-service options can improve efficiency, ensuring these options provide a seamless and satisfactory experience is crucial. Poorly designed self-service tools can lead to frustration and negatively impact customer satisfaction.

2. Complexity of Issues: Not all issues can be resolved through self-service channels. Complex or sensitive inquiries may still require human intervention. Effective call deflection strategies appropriately identify and route such cases to ensure customers receive the necessary support.

3. Accuracy and Usability: The success of call deflection relies heavily on the accuracy and usability of self-service tools. Information must be easily accessible, and the solutions provided should be accurate and relevant to the customer’s query.

How Visual Journeys Improve Deflection Rates

Visual Journeys are a powerful tool for improving call deflection rates by providing intuitive, step-by-step visual guidance for common customer issues. Here’s how they enhance performance:

1. Interactive Problem Solving: Visual Journeys offer interactive, visual step-by-step instructions that guide customers through troubleshooting and problem-solving processes. This reduces the need for live agent intervention and increases the likelihood of resolving issues independently.

2. Engaging User Experience: By providing a more engaging and interactive self-service experience, Visual Journeys keep customers engaged and more willing to use self-service tools in the future. This positive experience can lead to higher call deflection rates.

3. Consistency and Accuracy: Visual Journeys ensure consistent and accurate guidance, as the instructions are standardized and designed to address common issues effectively. This consistency enhances the reliability of self-service channels, instills trust in the users, and boosts call deflection rates.

How Sophie AI Agents Enhance Call Deflection Rate

Sophie AI Agents leverage advanced AI capabilities further to improve call deflection rates.

1. Intelligent Self-Service: Sophie AI Agents can autonomously handle various customer inquiries using natural language understanding and contextual knowledge. They provide accurate and relevant responses, reducing the need for live agent involvement.

2. Multisensory and Multimodal Support: Sophie AI integrates multisensory (e.g., voice, video) and multimodal (e.g., text, images) support to enhance the self-service experience. For example, Sophie can use visual AI to guide customers through visual troubleshooting steps, making resolving issues on their own easier.

3. Seamless Escalation: When a customer issue cannot be resolved through self-service, Sophie AI can seamlessly escalate the case to a human agent with all relevant context and history. This ensures that complex issues are handled appropriately, providing businesses with the confidence that even the most challenging inquiries will be addressed while maintaining a high call deflection rate for more straightforward inquiries.

Benefits of High Deflection Rate

1. Cost Efficiency: Reducing the number of calls handled by live agents lowers operational costs. Self-service tools, like Visual Journeys and Sophie AI Agents, provide scalable solutions that handle high volumes of inquiries without additional labor costs.

2. Increased Agent Productivity: By deflecting routine inquiries to self-service channels, agents can focus on more complex and value-added tasks. This improves overall productivity and job satisfaction among support staff.

3. Enhanced Customer Satisfaction: Effective call deflection strategies ensure that customers can quickly and efficiently resolve their issues without waiting for a live agent. This convenience of quick issue resolution values the customers’ time and enhances their satisfaction and loyalty.


Conclusion: Optimizing Call Deflection Rate with TechSee

Call deflection rate is critical for optimizing customer service operations and enhancing customer satisfaction. Businesses can significantly improve their call deflection rates by leveraging innovative tools like Visual Journeys and Sophie AI Agents. These technologies provide intuitive, accurate, and engaging self-service options that empower customers to resolve their issues independently while ensuring that complex cases are appropriately escalated.


To learn more about how TechSee’s solutions can improve your call deflection rate and enhance your customer service experience, schedule your complimentary demo today.