These strategies consist of reducing the number of incoming calls from customers by redirecting them to an alternative automated channel. The goal is to ensure that customers receive answers to their questions efficiently, while reducing the number of calls to contact center staff.

In short, a good call forwarding strategy allows inquiries to be resolved through channels that do not require Puerto Rico Phone Number List active staff management, such as online FAQ sections, help and support materials, and virtual assistants.

This type of strategy reduces the burden on employees and allows them to focus on more complex issues without affecting the customer experience. If done right, this approach can even improve the customer experience.

5 steps to create an effective strategy to reduce the number of calls from your clients
1. Identify your customers' calling patterns
Track your customers' calls over a period of time to understand the main doubts, questions and issues your team is facing.

For example, calls from customers who want to apply for a loan can be automatically routed to an agent. But what would happen if the client wanted to switch to receiving electronic invoices? This management can be done automatically via a web form.

2. Creation of online customer forums
Online customer forums can be invaluable to your business. By creating an online space for customers to share information and informal responses in real time, this often eliminates the need for customers to contact agents.

3. Proactive communication
This step consists of anticipating the customer's call by implementing a communication strategy that offers them information before they decide to call. By using automated emails and SMS, as well as prominently displaying information on your company's website, you can inform customers and encourage the use of self-service channels.

For example, your company may find that once someone applies for a loan or service online, they may call to ask for more information about the process and possible deadlines, or simply to get progress information. By sending an SMS to customers after submitting a request with a link to an FAQ or as an SMS landing page, businesses can communicate that they will be kept informed of the progress of the request. This way information is provided before the customer calls. Additionally, because SMS is associated with a 94% open rate, businesses can be confident that updates sent are being received and read.

4. Multi-channel strategy
It is important to remember that proactive communication will only be effective if it is received and read by the recipients. Ultimately, the most appropriate channels will be the ones your customers prefer. We always recommend using a multi-channel strategy. Given that 70% of customers prefer SMS as a means of communication with a business, and that SMS has an average click-through rate of 19% (much higher than the 4% achieved by email), this channel can be particularly suitable.