Interactive Voice Response(IVR...
Types of routing in IVR?
1min
There are 5 different types of IVR routings that you could use according to your business needs:
- Missed call routing: This could be used if in case you want the customer or prospective client to give a miss call on your IVR number and you would give a call back to them. When the client would call you the call would get cut by itself and the number would be recorded as data on your platform. Now, your agent can call back the numbers that were saved on the platform.
- Welcome sound routing: Welcome sound routing is similar to missed call routing, the only difference being that if someone would call the IVR number, he/she would hear a welcome sound first and then the call would get cut. Your agents can contact those leads later on just like missed call routing.
- Direct routing: Direct routing is used when your calling team is not divided into departments yet or if you want to use separate IVR numbers for different departments. What happens is that the call gets routed directly to a single group of agents preceded by a welcome message.
- DTMF routing: This is the most common kind of routing that we all experience on a day to day basis. For example: Welcome to XYZ company, Press 1 for sales, Press 2 for customer support. This could be used to divert the call flow to the separate departments in your company like sales, support. All these departments could have multiple agents among which the calls would get routed.
- Voice mail routing: This type of routing allows your clients or prospective clients to leave a message on the call which would be recorded and then you could go on the panel and listen to these recordings. Example of voice mail routing: “Thank you for calling Xyz Company. Please leave your message after the beep. Our agents would get in touch with you.”
