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.

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