in outbound call volumes
Channel Shift Strategy
Case Study
Utilities Client - Channel Shift
Volumes of outbound calls were high, resulting in fewer inbound calls being answered. Our client wanted to shift demand from outbound calls to outbound SMS to increase inbound productivity and reduce outbound call demand.
- Voice of the agent feedback to identify issues with outbound messaging/driving factors behind outbound calls
- Analysis of previous SMS and outbound reporting issues to identify areas of improvement
- SMS templates created to ensure consistency and accuracy
- Collaboration with our client to build SMS templates into client systems
- New operational process introduced to analyse and manage outbound calls
Volumes of outbound calls were high, resulting in fewer inbound calls being answered. Our client wanted to shift demand from outbound calls to outbound SMS to increase inbound productivity and reduce outbound call demand.
- Voice of the agent feedback to identify issues with outbound messaging/driving factors behind outbound calls
- Analysis of previous SMS and outbound reporting issues to identify areas of improvement
- SMS templates created to ensure consistency and accuracy
- Collaboration with our client to build SMS templates into client systems
- New operational process introduced to analyse and manage outbound calls
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