If your phones never stop ringing, it’s not because customers love talking to you—it’s because something upstream isn’t working.
High call volume is rarely a sign of engagement. It’s usually a symptom of friction, failure, or confusion. And while hiring more agents may offer temporary relief, it doesn’t fix the root cause.
Most Calls Are Preventable
Calls that clog up your support centre often fall into the “avoidable” category:
- “Where’s my order?”
- “How do I reset my password?”
- “What does this charge mean?”
Each of these signals a broken moment in the customer journey—missed information, poor UX, or unclear communication.
Deflection Through Experience
Rather than deflecting calls through IVR mazes or chatbot barriers, focus on experience-led reduction:
- Send proactive notifications and status updates
- Redesign self-service tools to be genuinely useful
- Test and rewrite confusing service copy
- Automate common low-value queries
Quiet Doesn’t Mean Absent
The goal isn’t to eliminate contact. It’s to reduce the need for contact. And when customers do call, they should feel welcomed—not punished for seeking help.
Conclusion: If your call centre is noisy, your journeys are broken. Fix the root cause, and your service improves while your cost drops. That’s the power of CX-led contact reduction.