IVR & call routing

4 of 4 posts shown

Round robin call routing vs priority: four methods, the hidden cost of priority, rule order, reporting needs and common mistakes.

Skills-based call routing: a skills matrix, four levels, primary and fallback groups, when a small team does not need it, and what to measure.

Call queue experience: the first message, honesty about time, the sequence of messages, when to offer a callback, and what never to say.

IVR menu best practices: number of options, "purpose before number", ordering, the exit to a person, a sample script and testing the menu.

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