Call Routing Design

The first impression you present to your customer is not the friendly greeting supplied by the agent.  It is the automated messages, menus, and routing that takes place via your phone technology.  In most centers, the design is inefficient, confusing, and frustrating for customers.  Service Agility has developed a number of techniques that transforms this critical activity from a problem to an asset.  Our designs greatly improve customer satisfaction while reducing operating costs.

Call routing design support includes a number of different tasks grouped into one of two modules:

  • Call flow – From the initiation of the call through greetings, menus, and queuing treatments
  • Call distribution – From the assignment of skill groups through delivery of the call via optimized routing processes

While each module can be provided separately, most clients will find it more valuable to do the project together in order to optimize the entire process.  Pricing estimates are provided below and include a 20% discount when the two modules are combined.

Call Flow Call Distribution
Objective Create a simple, efficient, and customer-friendly phone interface that captures the information necessary to distribute the call effectively Deliver the call to the best trained, least-cost agent resource by optimizing available technology and creating the most efficient skilling profiles
You will receive guidance on
  • Any phone numbers that can/should be retired, combined, or utilized differently
  • The best ways to communicate phone numbers to your callers
  • Additions and/or deletions that should be made to greetings and other messages
  • Changes that can be made to menus, reasons for the recommendations and the potential impact you can realize
  • Options for managing queues in the most customer-friendly ways
  • Reports and metrics that can help you track success
  • Timing changes for queued calls that balance service level objectives with quality and customer satisfaction goals
  • Ways to potentially reduce contact center costs through changes to your skilling strategy
  • Options to improve routing that are available through your system
  • Technological capabilities in the market today that might provide you with a positive ROI and are worthy of further research
  • Reports and metrics that can help you track success
You provide
  • A listing of phone numbers in use today and the call scripts they point to
  • Pictures and/or diagrams of call menus currently in use
  • The wording for each greeting/message included in your current call design
  • Data related to incoming call volume (by menu option selection if available) and transfers
  • Coordination of meetings for site visits
  • A workspace and materials (e.g., an LCD projector) for the consultant while on site
  • Information on skills based routing options available through your technology
  • Skill matrices currently in place
  • Skills-based routing techniques currently in use today
  • Speed of answer, occupancy rate and call transfer data
  • Coordination of meetings for site visits
  • A workspace and materials (e.g., an LCD projector) for the consultant while on site
The project includes
  • A kick-off teleconference
  • An initial two day site visit
  • Time off site researching, analyzing, and documenting recommendations
  • Documentation of recommendations using charts, graphs, tables and text
  • A return visit to discuss and finalize the recommendations
  • Up to two hours of remote post-project support
  • A kick-off teleconference
  • An initial two day site visit
  • Time off site researching, analyzing, and documenting recommendations
  • Documentation of recommendations using charts, graphs, tables and text
  • A return visit to discuss and finalize the recommendations
  • Up to two hours of remote post-project support
Pricing (separately) Pricing is under 20k for most smaller and mid-sized contact centers.  Larger and more complex sites could be higher. Pricing is under 20k for most smaller and mid-sized contact centers.  Larger and more complex sites could be higher.
Pricing (both modules combined) Service Agility offers a 20% discount when you combine call flow and call distribution design services.  The total price of the combined offer is less than the US average loaded annual cost for one phone agent.

Optional Self-service enhancement: While re-designing call flow, some clients may want to review self service options to see if these can be enhanced.  Service Agility can provide guidance on this as well.  Our support ranges from basic services that increase utilization of available self help, to larger projects that define ways to increase phone and web utilization while simultaneously employing SMS, outbound calling, and other proactive strategies to reduce inbound calling volumes.  The price for this service varies by scope and complexity.

Call routing mistakes are costly to both your bottom line and your customer satisfaction levels.  To learn more about how we can turn this problem into a strength,  please fill out the form below, call us at (215) 679-5250, or send an email to info@serviceagility.com.

 

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