Direct Calls by Difficulty

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Here is a great idea to help ease in new agents while running an efficient contact centre operation.

Amend your IVR options so that the more technical and complex queries are directed to an experienced agent, while your simpler queries are sent through to the newer members of the team.

This 2-tiered system will help your new starters to settle in. It will also make it easier for you to handle overflow in busy periods, as you can ensure your temps only receive the simpler queries too.

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

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