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How is the deflection rate calculated?
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Determining the deflection rate involves looking for correlations between social conversations and call center metrics.
For example, in the client case study we showcased in today's roundtable, we saw decreases in call volumes as the quantity of social conversations increased. Mapped over time, we determined on an average deflection rate for the period.
The numbers shown in the slide deck, reflect our analysis.
http://www.slideshare.net/kathyherrmann/focus-social-customer-service-roi (slide 7-8)
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