12 reasons to digitise your telephone calls

Updated on 22/12/2023
12 key reasons to digitize your phone calls with DialOnce

What does "Digitizing calls" mean?

Digitizing telephone calls means switching certain calls to alternative digital solutions designed to resolve customer queries. 

The tool for achieving this: Visual IVR.

These digital solutions fall into two categories: 

Self-care" solutions or autonomous resolution channels: FAQ, forums, customer area, etc. 
Digital solutions requiring human intervention: instant messaging, e-mail, call-back or forms...

Why digitize calls?

The telephone is the most widely used contact channel, because it's the historical one and because voice exchanges are simple and reassuring. But this solution :
Causes numerous irritants: qualification on the IVR, waiting time, unavailability of advisors, reiteration of the request by telephone or other contact solutions...
Overburdens dedicated departments (customer relations center, call center or sales department) and reduces their efficiency. 
A call digitization solution immediately removes these constraints. 
Here are 12 reasons to digitize your phone calls!

1 - Reduce processing costs

On average, an incoming call costs the company between €5 and €12 (call volume divided by FTE cost). 
Digitizing calls can reduce their volume by 10% to 20%, and have an immediate impact on costs.   
By managing the telephone pathway, you can switch certain calls to digital self-care or alternative contact channels to reduce processing costs.

2 - Limiting training needs

Proposing the call as the preferred solution for resolving each contact reason means that advisors must be able to systematically provide a solution. This requires teams to be trained in each solution. Digitizing calls for certain purposes will limit this need for training.

3 - Improving the employee experience

Customer service departments experience high turnover. Agents burn out answering the same unstimulating questions over and over again. By switching these low value-added calls to autonomous resolution solutions, call center agents take on higher value-added, more interesting calls, and can even dedicate time to outbound calls.
In addition, the job is often perceived as slaughter, due to the high volume of calls. Reducing this volume helps to relieve the pressure and restore pleasure to the job. 
The employee experience is optimized, and turnover is reduced.

4 - Have a clear vision of the reasons for contact

To manage your contact paths, it's essential to have a clear and complete view of your customers' reasons for calling.

Traditional DTMF IVRs do not provide a very precise qualification of contact reasons.

Visual IVR, on the other hand, uses a more ergonomic digital interface to qualify customer intentions more precisely. 

The data collected makes it possible to identify the most frequently requested reasons for calling, and to check that the solutions proposed are efficient.

5 - Prioritize high value-added calls

Not all calls have the same added value. 
Some calls, for simple requests (obtaining a bill, a balance, finding the password to one's customer area, etc.), can be handled via an autonomous path or via an alternative contact channel to smooth out activity. Other, higher value-added requests, such as contract subscriptions, need to be handled by an agent.

6 - Increase your reachability

Reachability is one of the major challenges in customer relations. Inadequate reachability leads to repeat calls and a disappointing customer experience. 
Reducing call volume mechanically improves the pick-up rate.
During non-business hours, switching calls to digital paths enables you to offer a 24/7 solution. 
During overflow or peak periods, callers who can't be answered are offered a solution.

7 - Smoothing activity

On the customer service side, activity is never regular. Teams have to cope with busy periods, during which not all calls are answered, and then periods of low traffic, during which they have "dead time". 
The digitization of calls offers the possibility of smoothing out activity by proposing, as an overflow, to use alternative asynchronous channels such as forms, email, messenging or call-back. These make it possible to position calls at the most propitious moment, avoiding repetition.

8 - Boost sales productivity

Studies show that customer services departments now need to be proactive, i.e. to make outbound calls. It is therefore necessary to relieve teams of the burden of handling incoming calls, by promoting self-care for low value-added calls. 
For example, abandoned calls (when the caller hangs up before speaking to an advisor) can be transferred to the Visual IVR to be handled later by a call center agent.
What's more, real-time control of call digitization makes it possible to choose which calls to direct to the CRC, according to intent, profile and the possibility of a sales bounce.

9 - Promote the use of digital channels

Digital channels are often under-utilized by customers. They simply don't know that they exist, even though they are more likely to solve their problems simply than through traditional channels.
The telephone is often favored, even though other channels have been set up that are more efficient and faster in certain situations. 
Switching over to these solutions makes the investment worthwhile, while at the same time streamlining the customer experience.  
What's more, Visual IVR makes it possible to measure the effectiveness of alternative, stand-alone solutions. Thanks to 360° reporting, the business has an end-to-end view of the customer journey, and can check that each solution limits the number of iterations.

10 - Improve customer experience

Long waiting times, calls not picked up, the wrong caller, call repetition or omnichannel are all irritants for customers. Very often, customers put in a lot of effort for an unsatisfactory customer experience. The latter has a direct impact on brand loyalty, and thus on the rate of customer retention. 
50% of customers say they may switch supplier after just one bad experience. 
Digitizing calls enables us to offer the right solution for every call, directing the customer to the right channel and the right skill. The result is a smoother, more satisfying customer experience.

11 - Enable real-time management of telephone customer paths

Setting up a Visual IVR does not require any significant effort on the part of IT teams. Once deployed, the business is autonomous when it comes to managing telephone customer journeys.
Agility is a key feature of Visual IVR, enabling :
modify contact scenarios in real time
meet the demands of exceptional situations: COVID, sales in retail, natural disasters in insurance, etc...

12 - End-to-end contact management

More broadly speaking, the Visual IVR is one of the components of omnichannel orchestration, which goes beyond the telephone. Along with the intelligent contact page, it is one of the building blocks of a single contact path, whether by telephone or digital. 
From any channel, voice or digital, the customer is directed, according to business rules, to the right solution. 
In fact, it's possible to manage customer relations thanks to an end-to-end view of contact paths.

Our visual IVR

It's for all these reasons that DialOnce offers a Visual IVR solution: to help customer relations players achieve their objectives of improving the customer experience, reducing costs and transforming to a digital world.

Visual IVR in my CRC
Demo please!