Metrics
What is Call deflection?
Call deflection is diverting an incoming call away from a human agent to an automated channel that resolves it.
It is measured as a proportion of total inbound volume, and its value depends entirely on whether the deflected call was actually resolved. Deflection that pushes the caller into a dead end and forces a callback increases cost rather than reducing it.
Deflection is only a saving if the customer's problem is solved — otherwise it is a delayed, more expensive call. Outpero's live modes are built around resolving the interaction outright: an instant callback or a bulk campaign either completes the job on the call or it doesn't happen at all, with no half-deflected limbo in between.
What is Call deflection?
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Call deflection is diverting an incoming call away from a human agent to an automated channel that resolves it. It is measured as a proportion of total inbound volume, and its value depends entirely on whether the deflected call was actually resolved. Deflection that pushes the caller into a dead end and forces a callback increases cost rather than reducing it.
Why does Call deflection matter?
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Deflection is only a saving if the customer's problem is solved — otherwise it is a delayed, more expensive call. Outpero's live modes are built around resolving the interaction outright: an instant callback or a bulk campaign either completes the job on the call or it doesn't happen at all, with no half-deflected limbo in between.
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