12 - Call Options - Effective Call Handling

An Educational toy company wanted to streamline their call handling. They decided to use an outsourced call centre to handle sales and order placing but wanted enquiries and customer service calls to be directed to their own offices where callers could be assured that they were speaking to a knowledgeable member of staff.

Network routing was put in place on their 0845 number whereby callers were offered a number of options such as "Press 1 for orders" and "Press 2 for enquiries". This ensures that callers are routed to the most appropriate answer point.

Also see:

• Case study 1 -Call statistics - Effective Marketing
• Case study 2 - Itemised Call Statistics - Quality Management
• Case Study 3- Call Recording + Call Statistics -Effective Management
• Case Study 4 - Call Recording - Market Research and Staff Training
• Case Study 5 - Area Routing - Reduce Marketing Costs
• Case Study 6 - Area Routing - Enhanced Customer Service
• Case Study 7 - Alternative Routing Plan - Disaster Recovery
• Case Study 8 - Percentage Routing - Disaster Recovery
• Case Study 9 - Ratio routing - Reduce Marketing Costs
• Case Study 10 - Call Whisper - Effective Marketing + Customer Service
• Case Study 11 - Call Recording - Marketing Assessment
• Case Study 12 - Call Options - Effective Call Handling
• Case Study 13 - Voice to email -Improved Call Handling and Customer Service