Currently I use two CCT's to route the call to the skill set that can best handle an inquiry. The first CCT accepts the call and filters out non sales inquiries to other departments. The caller if offered the usual "press 1 for....". Depending on their selection they are dropped into another CCT which specifically routes and queues that call depending on that agent groups working practices.
The order I have put the selections into in the past is to offer the General Sales Inquiries last on the announcement (this is what would handle the marketing calls) - this is to filter out the other calls such as service calls etc. so that my sales agents only deal with the profitable sales leads.
A colleague suggests that I place the sales selection first so that they are handled first. I believe that if we were to place the General Sales Inquiries first my sales agents would start receiving non sales related calls and may not be availalble to handle the sales leads.
What is the general opinion out there as to the order you would put options in for a sales team? Does the amount of calls outbalance speed of answer etc? I know it must be different depending on your business, but there must be a underlining understanding of whether people get lazy and hit the button when they hear word "general". Answers on a postcard to the usual address.....