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SHARE YOUR HIGH-INTENT CALLER TIPS!

Nina_Andres
Community Manager
Community Manager

How do you know if your high-intent calls are being answered? What strategies have you employed to make sure those calls don’t go unanswered or get held up in your IVR? 

Share your high-intent caller tips in the thread below. The first 10 people who share will win new Invoca swag!

6080b80446ef072e1d286208_Dynamic Routing (2).jpg

11 REPLIES 11

This is awesome, @Bojibum, thank you for sharing! I'm curious, what do you do with the smart alert(s)/signal data if calls are on hold for a longer period or goes unanswered? 

Bojibum
Contributor Level 3

If we are seeing On hold signals ( we have several ie 2 & 5 minute) spiking, we can look at call center hours and staffing with options to move traffic to additional call centers. We have a different CC model with both internal and external call centers so dynamic routing isn't always a solution. Unanswered calls also triggers the same response methods to review, ie if IVR's are working as needed, staffing, hours etc. We are looking into leveraging SMS for those unanswered/afterhours calls to keep engagement high for those leads.