How UX Improvements Reduce Call Center Volume and Support Costs

By Philip Burgess | UX Research Leader

Call centers often face high call volumes that strain resources and increase support costs. Many of these calls come from users struggling to navigate websites or apps. Improving user experience (UX) can reduce these calls by making digital interactions smoother and more intuitive. This post explores how UX improvements lower call center volume and support costs, with practical examples and clear benefits.

Customer service desk with clear digital interface

Why Call Centers Receive High Volumes

Call centers get overwhelmed when users cannot find answers or complete tasks online. Common reasons include:

• Confusing navigation menus

• Poorly designed forms

• Lack of clear instructions

• Difficult access to account information

  
  

When users hit these roadblocks, they call support for help. This increases wait times, frustrates customers, and raises operational costs.

How UX Improvements Address These Issues

Improving UX focuses on making digital products easier to use. This means users can solve problems independently without calling support. Key UX improvements include:

• Simplifying navigation so users find what they need quickly

• Designing clear, concise forms that reduce errors

• Providing helpful prompts and tooltips during tasks

• Offering easy access to account details and FAQs

  
  

These changes reduce confusion and frustration, lowering the need for live support.

Examples of Effective UX Changes

Streamlined Navigation

A telecom company redesigned its website menu to group services logically and added a search bar. This helped users find billing info and plan details faster. As a result, calls about billing questions dropped by 30% within three months.

Clear Form Design

An insurance provider improved its claim submission form by breaking it into smaller steps and adding real-time validation. Users made fewer mistakes and completed claims faster. This cut support calls related to claim errors by 25%.

Self-Service Options

Adding a comprehensive FAQ section and interactive chatbots helped a bank answer common questions instantly. Customers resolved issues like password resets and transaction inquiries without calling. The bank saw a 40% reduction in call volume for routine questions.

Step-by-step online form with validation feedback

Financial Impact of UX Improvements

Reducing call volume directly lowers support costs. Call centers spend money on:

• Staffing agents

• Training and onboarding

• Technology and infrastructure

  
  

By cutting calls, companies save on salaries and reduce the need for overtime or temporary staff. For example, a study by Forrester found that every dollar invested in UX returns $100 in benefits, including cost savings from fewer support calls.

Additional Benefits Beyond Cost Savings

Improving UX also boosts customer satisfaction and loyalty. When users can easily complete tasks, they feel more confident and valued. This leads to:

• Higher retention rates

• Positive word-of-mouth

• Increased sales opportunities

  
  

Better UX creates a smoother customer journey, reducing frustration and building trust.

Steps to Start Improving UX for Support Reduction

1. Analyze call center data to identify common issues and questions

2. Conduct user testing to observe where users struggle online

3. Prioritize fixes that address the most frequent problems

4. Implement changes such as redesigning navigation or forms

5. Monitor results by tracking call volume and customer feedback

   
   

Continuous improvement ensures the digital experience stays effective as user needs evolve.