Direct Calls by Difficulty 448 Filed under - Archived Content, Call Routing 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 Published On: 15th Dec 2015 - Last modified: 10th Dec 2020 Read more about - Archived Content, Call Routing Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter