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Direct Response is a strong advocate and user of call routing plans over
NGN services. So much so that we use intelligent network routing to ensure seamless
transferring of calls for our customers and between our two UK call centres.
You can improve customer service by giving customers the response they need, ensuring
they talk to the right person, at the right time.
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Pre-defined routing plans can be implemented in the event of an emergency
to ensure calls are always answered and customer service is not affected. Please
see our Disaster Recovery Service
An office fire alarm evacuation is completely unnoticed
by customers as all calls are routed elsewhere until the problem is resolved.
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Calls are routed to a different location, depending on the time of day, day
of week or date to allow you to maximise resources.
Calls are routed to another location, or an answering facility,
outside normal business hours, at weekends and bank holidays.
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Calls are routed according to staff resources at multiple locations.
One call centre has 85 staff and the other has 15 so a
higher percentage of calls can be routed to the office where there are more staff.
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Calls are routed to a pre-recorded announcement, leaving agents to answer more complex
enquiries.
Retail stores can use pre-recorded messages to tell customers
about opening times, freeing up staff for other activities.
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Calls are routed according to staff resources at multiple locations.
One call centre has 85 staff and the other has 15 so a
higher percentage of calls can be routed to the office where there are more staff.
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When first choice routing locations are busy, calls are re-routed to additional
offices.
No one can predict the exact response to a TV advertising campaign, so when agents
are busy at the primary call centre, callers are directed to an outsourced centre
ensuring all calls are answered to maximise sales opportunities.
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When staff are busy, calls are held in a queue to ensure callers are not lost when
the lines are busy.
A utilities company uses queuing to cope with increased demand at lunchtimes when
more people make enquiries and look to pay their bills.
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A limit is set on the number of calls handled at any one time and any excess is
re-routed to an alternative destination to ensure the customer has an all-important
satisfactory conclusion to their call.
If a call centre becomes busy, calls can be queued, played a pre-recorded message
advising them to call again later or routed to a voice form where the caller can
leave a message.
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Interactive Voice Response (IVR) routes calls directly to the most appropriate agent.
By selecting numbered options, the caller is transferred directly to the specialist
best able to handle their enquiry.
A bank may use interactive routing to determine if customers are calling about current
accounts, loans or credit cards so they can be routed through to the correct department.
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Designed primarily for key contacts, a call is recognised and automatically re-routed
to a
pre-defined location.
Key clients calling a customer service line are routed directly to their account
manager without needing to select IVR options.
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A voice form automatically captures information so there is no need for handling
staff to deal with the call.
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