Call drivers
Definition
What are the call drivers?
Call drivers are the reasons why people contact a call center. However, drivers can also apply through alternative methods such as email, chat, or social media. It prompts the customer to call for technical assistance or to ask any questions they may have.
Here are three primary reasons why people call a call center to talk with an agent:
Payments
Callers may have problems with online payment options or wish to update their billing information and require guidance on how to do so appropriately.
Charges
Customers contact with questions regarding payments made to their accounts.
Queries
Customers call in with additional inquiries regarding the product or service they’re buying that aren’t usually answered on its website.
Call drivers importance
One of the primary goals of call divers is to identify the primary reasons customers contact your call center.
For example, customers contact call centers when they have a problem with a firm and need it fixed. In addition, it encourages the customer to call for technical assistance or ask any questions they may have.
The management can better prepare the agents to have assertive replies to conversations if they know about the call drivers ahead of time. As a result, the process has been enhanced, and support time has decreased, resulting in increased quality and agility in each interaction.
Independent
