Recorded Webinar: 10 New Ideas to Reduce Contact Volumes


2020 was crazy and many contact centres struggled to manage contact volumes, right across the year. But now is not the time to sit back and relax.

From 2020, we can all recognize the value of reducing new unnecessary contacts, increasing self-service, deflecting contacts to more appropriate channels and fixing broken processes.

In this webinar, we will share some invaluable tips and techniques to help you hit each of these goals, so you can reduce contact volumes and keep customers happy.


  • Introductions – Jonty Pearce, Call Centre Helper
  • John Casey, CCplanning
 John Casey slides from contact volumes webinar

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  • Sarah Morgan, Luceat Consulting
 Sarah Morgan slides from contact volumes webinar

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  • Tiago Doroana, Talkdesk
 Tiago Doroana slides from contact volumes webinar

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Topics Discussed

  • How to reduce contact volumes in the call centre?
  • Simple techniques that you can apply tomorrow
  • How NOT to do it
  • How to avoid repeat calls over the same problem
  • The wider role of technology
  • Top tips from the audience
  • Winning tip – “The best way to deal with a call is not to get it in the first place.” Understand what calls you are receiving and what drives those calls. Work with other areas of the business to look at automated processes (i.e. website) or pro-active customer experience management to reduce incoming calls without negatively impacting customer experience. “ thanks to Allan5

Original Webinar date: 25th March 2021


John Casey - Headshot
John Casey
Sarah Morgan - Headshot
Sarah Morgan
Luceat Consulting
Tiago Doroana - Headshot
Tiago Doroana
Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

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Author: Rachael Trickey

Published On: 19th Mar 2021 - Last modified: 15th Nov 2023
Read more about - Recorded Call Centre and Customer Experience Webinars, ,

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