Home » Glossary » Call drivers

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.

a girl sitting in front of the computer
What are the call drivers?

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.

Start your
journey today

  • Independent
  • Free
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO)

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between Philippines outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.