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Maximize Employee Productivity with an SMS Call Deflection Strategy

Updated: Dec 20, 2023

Redirect callers using an SMS call deflection strategy to online channels to enhance customer experience and boost staff productivity.

busy female restaurant employee on a phone call with a customer

The Challenges of Operating a Restaurant

Managing a restaurant can be an exciting experience. However, finding and keeping employees can be one of the biggest challenges. In fact, 62% of restaurant owners say their restaurant does not have a sufficient number of employees, according to a November 2022 National Restaurant Association survey.1

Although the labor market has shown signs of improvement, most restaurant owners report they are still looking for employees. More than 87% of restaurant owners state they will likely hire employees over the next 6-12 months if qualified applicants are available.2

What is call deflection?

Call deflection is a phone technology that helps manage high-volume inbound calls by redirecting customers to self-service channels such as online ordering and chatbots.

Implementing a call deflection strategy can improve customer satisfaction by ensuring you engage with customers before they get tired of being on hold and hang up. On average, 85% of the people whose calls you missed won’t call back. That means any potential revenue you might’ve received from that call is now lost. This adds up quickly

Don't miss an opportunity to serve your customers. When short-staffed, it can be a challenge to answer every incoming call.

Age Texting offers an SMS call deflection solution that offers call menu options. When a caller presses the number that matches up with their desired solution, they receive a text message with a link to the online channel to help them in their journey. This strategy can also help grow your text marketing database.

How Age Texting's call deflection product can help restaurants

busy male restaurant worker

In the restaurant industry, call deflection menu options can allow callers to receive text messages with online ordering URL, online reservations URL, URL to the menu or list of specials, link to Google Maps driving directions, and more.

When a restaurant is short-staffed, it may be a challenge to answer every incoming call.

  • Help serve customers so employees can focus on food quality and filling orders.

  • Redirect call-in orders to possible missed online orders.

  • Offer customers an opportunity to see how easy and efficient your online ordering is.

Other Industries using Call Deflection

female enjoying a manicure at a salon

In the spa and salon industry, call deflection menu options can allow callers to receive text messages with your online booking URL, links to pricing and specials, links to information about your stylists, link to Google Maps driving directions, request to send an email or send a message via Facebook Messenger.

If a salon does not have an employee answering calls full-time, the salon may lose potential customers. Stylists are busy serving their customers and cannot always run to answer an incoming call. Call deflection to digital channels can help serve potential customers so stylists can focus on providing quality service to their current customers.

  • Redirect appointment scheduling to online bookings.

  • Offer customers an opportunity to see how easy and efficient booking appointments online is.

Getting started with a call deflection strategy

While call deflection strategies can support reduction in call volume, it’s imperative to implement it in a way that gives your customers a positive experience.

  1. Determine your strategy to serve customers while they are calling you. Capture them while they are trying to reach you. Be mindful of the customer experience and their reason for calling you in the first place. Plan the options you can offer callers and how you can redirect them to online sources and what online channels will best help them find a solution to their need.

  2. Compare your customer service call success and staff productivity over a 2 to 3-week period. Monitor your Average Speed of Answers (ASA) times, First Time Resolution3 (FTR) rates, and average call volumes. Identify most commonly asked questions and concerns on your incoming calls and use those to guide you in providing options for redirection.

  3. Ensure you are using the correct business tools. Take advantage of business tools you already have. For example, determine a texting strategy so as you interact with customers via text in call deflection strategy, you can continue engaging with them via text to promote specials and events and to announce new menu items.

  4. Create low-touch customer support channels—Low-touch support vehicles offer customers a way to quickly and conveniently resolve their issues without speaking to a customer service agent.

With text messaging boasting a response rate 209% higher4 than phone calls, emails, or even Facebook, it’s easy to see why texting is an efficient communication tool. It’s also extremely cost-effective. According to a Forrester research report5, a phone conversation costs around $15.50 per interaction vs. the opportunity for a customer to resolve an issue themselves via a digital channel they may not have been aware of.

Consider adding Age Texting’s call deflection SMS strategy to help improve customer experience and boost staff productivity.


Updated 11/27/23


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