Call Deflection Rate

The call deflection rate formula is calculated based on the number of inquiries solved through self-service divided by the total number of inquiries. That final figure is then multiplied by 100 to arrive at a call deflection rate percentage.

Call Deflection Rate: What It Is, How to Calculate It, and How to Improve It
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Chris Kontes

Every call your contact center deflects to self-service is a win for both your team and your customers.  But call deflection isn’t about dodging support: it’s about solving problems faster, smarter, and more efficiently.  With AI-powered tools like Balto, contact centers can boost deflection rates while still delivering top-tier customer experiences. So, what is call…

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    The call deflection rate formula is calculated based on the number of inquiries solved through self-service divided by the total number of inquiries. That final figure is then multiplied by 100 to arrive at a call deflection rate percentage.

    Call Deflection Rate: What It Is, How to Calculate It, and How to Improve It

    Chris Kontes Headshot

    Chris Kontes

    Read More