Too Many Calls? Call Deflection Won’t Help. Here’s Why
Call deflection is a strategy used in customer service to manage high call volumes by directing callers to alternative support channels like a website’s knowledge base, email, FAQs page, or chatbot.
While it might reduce immediate call pressure, it doesn’t necessarily lessen the overall workload or solve customer problems. Often, issues are just delayed—or never resolved at all.
Simply rerouting customers to self-service options they’ve likely already explored doesn’t meet their need for a prompt and effective resolution. Customers may end up calling back, or agents might need to return calls, creating a loop of deferred solutions.
So why do so many call centers still rely on call deflection? It’s often seen as a quick fix to alleviate immediate pressure, without addressing the root causes of high call volumes. However, savvy call center workforce management teams are shifting their focus toward more effective solutions.