Call Deflection: What is it and How It Improves Customer Experience

call deflection for customer experience

Only a few years ago, business entrepreneurs didn’t believe much in the concept of great customer service & experience. All they considered, was an unnecessary and avoidable expense. But technology and customers have evolved and so the concept of customer service seems inescapable. Today, businesses and enterprises work in accordance to please the customer in every way possible. The current coronavirus pandemic has hit every business leading to dissatisfied customer service.

But yet again with our advanced technologies, we have a way out. Call Deflection is one such exceptional technique that keeps everything in alignment to enhance the customer’s journey. So a win-win for both business entrepreneurs and their target audience.

So let’s get in the details.

Understanding Call Deflection

Every customer has his way of finding solutions to his problems. A customer can either reach out for support via the customer service helpline or find answers through various other mediums. Other mediums involve sending emails, Live-chats, Using Chatbots or Voice bots, Social media, or messaging.

Not every customer prefers the phone call mode of communication. Though the phone call medium seems the fastest every customer has his own set of situations and preferences. It completely depends upon the customer to choose his communication medium according to his needs.

But when a customer calls, he might face a zillion problems. With phone calls, the common issues are long hold time, calls transfers, or dissatisfying answers. All these reasons can result in a much decline in customer service and experience.

Their call deflection comes to the rescue to help both parties, a caller and an agent. Call deflection is a gigantic technique is used to change the path of the current caller to an alternative channel such as messaging.

In alternate words, diverting a caller from call or telephone to different digital platforms such as Call to chat, WhatsApp, or Facebook Messenger. 

The advantage of using call forwarding in a call center is that it helps call center agents to improve customer experience or customer service.

Learn In What Ways Call Deflection Improves Customer Experience

There is a saying, ‘customer experience is the key to customer satisfaction.

In the call center, most of the customer queries fanthom on calls. However, the phone is the traditional way to handle customer inquiries and in some situations, it remains essential. 

But in some cases, it lags to offer complete customer satisfaction. This happens usually because of a breach in function. 

You may not know properly what solution customers want for what problems. And it gets worst when a poorer customer service system is developed.

Most callers suffered from bad customer experience because of waiting time. And this is close to the fact of ‘73% of customers think it is the main frustration when calling customer service.’.

Inviting call deflection will solve the problems of ‘long-waiting time’ and also be notified of the answer at right time. 

Additionally, it encourages callers to perform extra actions more safely and securely. For instance, it can be used for payment, gathering more information on a particular subject in detail, eliminating the issues related to the misunderstanding that is impossible to manage on calls.

Also Read: How to solve customer problems with call deflection?

Benefits of Call Deflection

Did you know that the call deflection strategy reduces inbound call volume by 10% through chat and self-service channels?

The Intelligent Call Deflection technique is often used to tackle similar situations by customer service departments. With this technique, a customer gets redirected to an alternative mode of communication. This includes messaging, emails, etc.

Mixing this concept with the thought of avoiding customer calls is not what call deflection means. It aims to increase the customer satisfaction ratio during rough times when there are not enough resources to meet customer demands.

The customer gets diverted to other mediums for support but no matter what medium he chooses, he always stands important. The CX can choose any preferred medium for support or else he can continue to choose phone calls as per his needs.

Here are some advantages of using call deflection for your B2C business: 

  • Increased customer satisfaction with 90% + NPS scores. 
  • Increases First Call Resolution (FCR). 
  • Reduces wait times and Average Handling Time (AHT).
  • Override callbacks and repeat calls.
  • Reduce agent call center attrition, absenteeism, and turnover.

Why should a business choose call deflection?

Nobody ever thought how badly a virus could ruin the entire structure of our economy and our day-to-day lives. This proves that every day is uncertain and situations like these might subside but can also reoccur.

The current situation has led to a substantial increase in the number of calls by stressed customers. Cx agents are receiving a horrifying surge of customer calls each day resulting in overly stressed situations. Situations that are tedious and hard to handle. This often results in painful customer interaction, angry callers, and zero first-class solutions.

The call deflection technique has saved several businesses that were on the verge of providing almost negative experiences to their customers. It has proved extremely helpful for those sets of customers who couldn’t tolerate the disruption caused by the pandemic.


While completely altering your customer service process overnight seems pretty hard, these intelligent solutions can minimize the damage. Right from providing a better customer experience to creating a customer-centric environment, the call deflection technique soothes everyday business interactions and helps you provide a better customer experience. Great experience will indirectly lead to the fulfillment of business goals and get profits. So the choice is yours. Find the best customer call center for your business.

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