6 minutes read

7 strategies to minimize calls for contact centers in 2025

This blueprint shows how you can slash call volumes by 30% overnight, making customer support part of your growth instead of being a 'cost' center.

Published on

March 8, 2025

Maurizio Isendoorn

Co-Founder

In 2024, companies are losing $3.8 trillion in global sales due to bad customer experiences. How? Bad customer support. How to fix? Response time.

85% of customers now expect a brand to respond within 6 hours. Miss that window, and you're not just losing a call—you're losing a customer.

For telecommunications businesses, it's clear: integrate generative AI into your processes and drop call volumes by 30%.

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Strategy 1: Hire AI Voice Agents

IBM's data is brutal: contact centers are already handling 70% of inbound calls with AI. If you're not doing this, you're falling behind.

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AI Voice Agents: Crush Call Volumes

How AI Voice Agents Destroy Call Volumes

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Immediate Response Activation

90% of customers demand instant answers
AI phone agents like Ringly.io can:
- Handle massive concurrent calls 24/7
- Automatically route complex issues to human agents
- Transform customer interaction from frustration to efficiency

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Information Continuity Hack

Collect and summarize customer problems before human handoff
Eliminate the #1 customer complaint: repeating themselves
Boost customer loyalty through intelligent, seamless communication

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Strategy 2: Self-Service Empowerment

61% of consumers prefer solving their own problems. Your job? Make it brain-dead simple.

Self-Service Transformation Toolkit:

Knowledge Base: Comprehensive FAQs, tutorials, troubleshooting guides
Customer Portals: Enable independent account management
Self-Booking Systems: Eliminate scheduling call traffic
Real-Time Tracking: Provide instant status updates

Proactive Communication Playbook

Anticipate and communicate issues before customers call
Trigger points for proactive updates:
- Service disruptions
- Maintenance notifications
- Order/delivery status changes
- Automated reminders

Pro Tip: Configure AI agents to broadcast critical updates immediately. Example welcome message: "Planned maintenance until 8 PM. Proceed or call back later."

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Strategy 3: Omnichannel Support - Not just phone

67% of customers are basically saying:

"Let me contact you MY way!"

Communication Channel Breakdown:

Live Chat

Simultaneous customer interactions
Templated responses for lightning-fast resolution
Agents handle multiple conversations simultaneously
Zero phone call commitment

SMS

Instant updates without human intervention
Appointment reminders
Service outage alerts
Proactively prevent unnecessary calls

Email

Comprehensive problem-solving
Asynchronous communication
Permanent written record
Perfect for non-urgent issues

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Strategy 4: First Call Resolution (FCR) - No Repeat Calls Anymore

Your Ultimate FCR Battle Plan:

Resolve issue + Knowledge Base redirection
Teach self-service navigation
Open support tickets to prevent follow-up calls

Agent Training Transformation:

Immediately show resolution process
Demonstrate knowledge base navigation
Create seamless post-call support ecosystem

Tactical FCR Execution:

Eliminate context-repeating nightmares
Transform reactive support to proactive learning
Reduce call volume through customer empowerment

Strategy 5: Forensic Call Volume Analysis

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Root Cause Destruction Checklist

Root Cause Destruction Checklist
Agent Proficiency Audit
• Identify repeat call triggers
• Assess complex issue resolution capabilities
• Implement targeted skill development
Operational Excellence Diagnostics
• Audit Standard Operating Procedures (SOPs)
• Update knowledge bases ruthlessly
• Eliminate information gaps
Product/Service Problem Hunting
• Track recurring technical issues
• Identify systemic product weaknesses
• Prioritize immediate improvements
Self-Service Effectiveness Metrics
• Measure knowledge base engagement
• Track support page visits
• Optimize user experience
Tactical Intelligence Gathering
• Analyze call recordings
• Dissect support ticket patterns
• Transform data into strategic improvements

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Pro Tip: Your call volume is a symptom. Treat the disease, not just the symptoms.

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Ringly.io's call history, including AI call analysis (also available on free plan)

Strategy 6: IVR Optimization - Destroy Friction, Better Experience

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IVR Transformation Playbook

IVR Transformation Strategic Playbook
Data-Driven IVR Redesign
• Forensically analyze call logs
• Map customer interaction pain points
• Eliminate complex navigation labyrinths
Self-Service Optimization Tactics
• Streamline menu structures
• Provide instant account actions
• Enable autonomous customer problem-solving
Intelligent Call Routing
• Leverage caller metadata
• Match customers to specialized agents
• Minimize transfer friction
Critical IVR Performance Metrics
• User experience feedback
• Agent input
• Continuous system evolution
AI Advantage: Ringly.io's Game-Changing Approach
• Contextual conversation understanding
• Natural language interactions
• Real-time adaptive communication
• Zero hold times