01 · Business Telephoning
Inbound Call Handling and Routing
Every call answered, understood and sent to the right person the first time.
Business Telephoning
Inbound Call Handling and Routing
Every call answered, understood and sent to the right person the first time.
Showing 1 of 4
- 1Map call reasons
- 2Design the flow
- 3Record prompts
- 4Route and test
- 5Review and tune
What We Do for You
- Design the call menu around what callers actually ask for.
- Build routing rules by skill, language, hours and priority.
- Record professional greetings and hold messages.
- Configure queues, callbacks and overflow to a person.
- Review the routing monthly against real call reasons.
How this is bought: Bought as a defined project to set it up, then a monthly managed service to run it. Build an estimate for your case.
Platforms We Work With
Cisco
These are the platforms we work with on client estates. Where a client already owns a different platform, we work with theirs - ARRIX is not tied to any one vendor.
Our Approaches Explained
Interactive voice response (IVR)
The recorded menu that identifies why someone is calling before the call is routed.
Skills-based routing
Sending a call to the person best able to answer it, not simply the next free line.
Queue management and callback
Holding calls fairly and offering a call back instead of a long wait.
Business-hours and holiday handling
Different behaviour out of hours, with a route that still reaches somebody.
Call escalation paths
A written ladder for calls that cannot be resolved at first contact.
Voicemail-to-text and follow-up
Missed calls transcribed and turned into a task rather than a red light.
The Standards We Work To
Contact centre routing practiceService level targets (answer within X seconds)Erlang capacity planning
We follow the structure and controls these standards describe. We do not claim to be certified against them - where you need a formal certificate, we prepare the evidence and an accredited body performs the audit.
What You Get
- Call flow diagram
- Recorded prompts
- Routing and escalation rules
- Out-of-hours plan
- Monthly routing review
Calls routed without transfer84%
Out-of-hours calls captured93%
Voicemails converted to follow-up tasks90%
These are the areas clients most often ask us to improve. Your project sets its own targets, measured and agreed with you.