There are a wide array of opinions about measuring Service Deflection (commonly referred to as call deflection) in the industry today, and as many methods to do so. In a study we did several years ago we found that out of over 90 survey respondents there were almost 80 different measures of deflection being used.
The problem with this is that there is no way to benchmark results when everyone is using a different measurement method. It’s an apples to oranges to peaches to pears comparison.
For those interested in measuring deflection, this short video highlights a method that can provide a consistent measure that incorporates verification from customers as to whether their issues were really resolved via self service.
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