Top 5 Call Reduction Strategies to Use in 2025
Summary
In this blog, I will help you understand some employee-friendly and practical cost-reduction strategies. I will provide some useful insights on deploying AI in customer support to reduce your operational cost, increase customer experience, and employee engagement.
Introduction
In today’s customer-centric world, BPO call centers are not only cost centers.
In a recent report by Gartner, over 65% of business leaders view customer support as a “Revenue Enabler”, not simply a center for handling customer issues.
Call reduction is a top priority for businesses, especially for those who face economic uncertainty. Rising operational costs, inflation, and increased customer experience have turned on the “efficiency mode” of every business.
So now the question is, what can be done to reduce the cost of the customer support system without compromising quality and agents’ burnout???
The best solution to cope with such scenarios is to deploy an AI call assistant. Read this blog to find out some cost-reduction strategies that work well. Without killing the vibe, let’s begin!!!!
Top Call Reduction Strategies That Are Essential for Every Business
I hope you got a brief idea about how implementing a call center IVR system helps you raise your business efficacy. Next, we will see some important and proven strategies you can implement in your customer support centers to reduce costs.
1. Routed to self-serve
In today’s digital-savvy world, customer don’t like to wait in queue and place calls to resolve their queries. They just hate pressing 1…, pressing 2….!!!
Tedious!!! Right???
What’s the need of calling, if you have good resources for self-service option!!! If you’re not ready to implement AI in call-handling services, then no worries.
I have one smart and fast-track solution for you that reduces the cost of the BPO contact center to a great extent. Furthermore, you can upgrade your existing self-service resources.
Businesses can reduce the call volume and cost by routing them to self-serve. In this way, you can reduce the waiting time, reduce the repetitive work of explaining the issue multiple times, and minimize the inbound call volume. In this way, you can increase productivity to a great extent. According to Salesforce, 43% customers are comfortable with self-service, and 41% prefer knowledge base call centers over traditional call answering services.
It is evident that customers are comfortable with self-service, and they just need the right platform. In self-service, you can provide:
- Simple e-books and user manuals
- Searchable knowledge base
- Easy to understand faq
- Interactive guides
- Flow-based troubleshoots
- Easy and helpful how-to video tutorials.
I would suggest identifying the top 10 most asked queries of customer every week, preparing solutions, and adding these questions and their solutions to self-serve resources. In this way, you can reduce the customer’s repetitive queries and minimize the tickets that the customer raises. By implementing the above call reduction strategies, you can easily make your workflows more efficient.
Do you extract valuable insights from customer data when interacting with them?? In today’s AI-driven business landscape, the speech recognition tool is a game-changer!!!!
Speech recognition tool uses machine learning and predictive learning algorithms to fetch, transcribe, and analyze customer data in real-time.
An AI customer service agent helps businesses :
- Identify problems
- Reasons why customers place queries repeatedly, and
- Which policies and processes enhance the call volume?
By implementing an AI-powered contact center, you can get the following benefits:
- Deep insights on agent performance: Help businesses to analyze agent skills and performance and provide suggestions to improve them.
- Reduces training cost: Saves cost on training the employee, as automated call centres can resolve 90% of basic queries.
- Saves the firm from legal penalties: AI customer support contact center platforms trains on regulatory data as well and protect firms from any legal trouble.
- Minimise repetitive calls and escalation: By identifying the root cause, you can reduce repetitive calls.
In short, by implementing AI phone support and the above call reduction strategies, you can easily detect which agents have skipped the compliance script, so that you can take immediate action, instead of waiting for a call audit.
3. Improve FCR (First call resolution) to Reduce Call Volume
Your goal should not be confined only to resolving customer queries, but also to ensuring customer issues get resolved at first contact. Don’t need to be contacted again and again. This is possible only if you have a strong first contact resolution rate.
FCR’s main goal is to resolve the customer issue at first contact permanently. Without the need to follow up, ticket chasing, and escalation. For that, agents trains properly. Not only indulge in reading scripts like robots but also need to be well-informed about the process.
“Problem solver+Educators = Perfect agent”.
Below, I have listed some steps to follow to improve your call reduction and FCR:
Solve customer problems and then train them: After resolving a customer’s issue, agents should train them on how they resolve it and tell them to check the knowledge base guide for further assistance in the future. Most customers train on how to solve their problems on their own. As a result, it improves business call efficiency.
Call centers’ knowledge base awareness: Agents should provide knowledge to their customers about Faq, guides, how-to videos and tutorials, and threads so that next time they resolve queries on their own.
Provide a ticket follow-up option: once you close the call with customers, provide them with a support ticket for future assistance. In this way, you can avoid the call from the customer a second time, as you can smoothly and efficiently handle the issue via email.
By implementing the above call reduction strategies, you can easily solve customer queries in the first contact. By improving customer experience, you can easily save your budget and reduce high-volume live call answering.
4. Make your Contact Center IVR Smart and Useful.
Your IVR system creates a first impression on customers. If your customer support IVR is not properly designed, this will directly impact your business reputation. As customer mood gets spoiled with a poor IVR system, as a result, they will discontinue your services in the long run. If you design your IVR system properly, it can become a powerful tool that will greatly increase your productivity by reducing agents’ workload and saving budget.
If your IVR is equipped with excellent features, customers can:
- Easily pay their bills without agent intervention.
- Check account information
- Get account information
- Check the answer in the Faq sections.
One of the best features of IVR is smart routing, which connects the customer’s call to the right agents without any delay.
How to optimize contact center IVR for resolving customer issues:
- Provide self-service customer support options: Provide options like checking order statuses, bill payments, refund status, and more to customers, so that they can easily resolve their queries on their own.
- Make the menu simple: Try to add simple options and make it clear, so that customers understand it properly.
- Analyse call data: Analyse the customer data, log, and recording to understand at what time zone the call load is higher, why they call, and where they are stuck. By analyzing these data, you can gain insights and improve your customer service phone call IVR strategies.
- Provide a ‘talk to agent’ option: This will help customers connect to agents directly without any delay.
- Update call centre customer support IVR regularly: Review the IVR of your contact center company. Suggest improvement and tweak accordingly.
IVR in BPO call centers is well-designed, but they are still rule-based. But in complex scenarios, IVR gets confused and provides poor-quality results.
By implementing AI in inbound call service, you can easily make the workflow smooth. AI in an inbound call answering service understands the customer’s intent, tone, and context and provides real and natural experiences.
5. Address the root causes of high call volume
If your customer raises a ticket on a repetitive issue, then there is a problem with your product or services. The root cause analysis strategies require a deep understanding, but provide you with efficient outcomes in the long run. Businesses need to check why customers are raising the same issues multiple times?? Their pain points???
For improving customer experience, you need to check:
- Analyze the gap in SOP or call center knowledge base: Check whether the documents are outdated or incomplete. If agents have to ask seniors for help every time, then you should update your knowledge base.
- Check faults in products and services: If the customer raises the same issues multiple times, check the faults in your products and services. If you face the same error, the same button glitch, or multiple complaints on the same product features. Then, start sending feedback to the product team for improvement.
- Check self-service customer support effectiveness: Check whether your customers are taking help from faq, guides, how-to tutorials, and threads. Furthermore, keep tracking the metrics like bounce rate, click-through rate, and number of page visits. If customer usage is low, try to improve UI/UX or promote your product with better strategies.
The above call reduction strategies are time-consuming. But once you deeply analyze the root causes, you can easily:
- Reduce the cost per resolution
- Improves customer service
- Provides quality live answering support to customers
- Fix repeated issues
- Reduce call volume
I hope the above call reduction strategies find you useful. By implementing it in your customer support call center, you can reduce the workload and provide quality support to your customers.
Conclusion
Call reduction strategies’ main goal is to provide unlimited options to customers. Like providing options for email, chats, and SMS, and building a proper knowledge base to resolve queries in the first contact.
I hope the above blog gives you valuable insights on call reduction and how to implement it in your call centers.
Connect with Botphonic to get fast results!!!
