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Your Hosts
Markus Ehlers Uwe Lickert
Agenda
•Loosing calls - why should I care? •Strategies for call routing
Why should I care?
•For most businesses, telephony is still the key contact point with their customers - yes, I know it is 2017 •Most people still prefer to talk to a human if they seek
information or have a problem. Take advantage of this! • If you make it easy for customers to reach your business and
talk to somebody qualified - it will improve your image and eventually increase revenue •Smart call routing will improve the efficiency of your
business
Outside Business Hours
•Night switch and holiday switch •24/7 or emergency services, handle it like a pro
Your Extension
•Configure your voicemail, forwarding •Sounds obvious, but most people don’t make proper use of
it. •Use the parallel call feature •Use groups and queues rather than individual extensions •Use professional voice prompts
First Impression
•Do you remember the time you called that company and they had the intern recorded the voice greeting? - Right, you will never forget… •Do better than that! The fanciest PBX, phones and cordless
headsets are worth nothing if your voice prompts ruin it! • Invest a little money to have professional voice prompts •We can help you and there are many other companies doing
it in your language
IVR & Queues
•Goal: Make it easy to reach the right contact person •The obvious solution but… • IVRs are great. But too much won’t do you good either •Work with nested queues as a second line of defence •Work with (professional) announcements
Monitor Calls
•Goal: always know what’s going on - in realtime •during peak times add more people (dynamic agents) •Wallboard & Stateboard are great tools
Call Back Service
•a highly efficient sales tool •Success Story Gartenfreunde •Name a member of staff, that is responsible to call back the
callers that hung up in the queue because it took too long
CDRs & Statistics
•There’s always something to improve •The data is there, make use of it
