IVR routing

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IVR routing
We currently have an IVR setup at one of our facilities that routes through to it's service centre off-site. Although we have refined the messaging to indicate that the caller will be routed to the contact centre we are still receiving general queries of calls that should have stayed at the individual site. This requires additional resources and has an cost implication as the calls will have to be transferred back to the individual site.

The current set up is as follows...
Welcome to XXX Hospital. For hospital departments, please select from the following options.
• Press 1 for Doctor Appointments through our Appointment service
• Press 2 for the Emergency department
• Press 3 for the Pharmacy
• Press 4 for the Management office
• Or please hold for the operator

Do you believe that if we change the order to the below suggested the volumes would be affected positively as only appointment related calls will be received by the service centre?

Welcome to XXX Hospital. For hospital departments, please select from the following options.
• Press 1 for the Emergency department
• Press 2 for the Pharmacy
• Press 3 for the Management office
• Press 4 for Doctor Appointments through our Appointment service
• Or please hold for the operator

I would appreciate your insight herewith.

Kind regards,
Alfonso

Helper

Call Centre Helper

Seems very sensible
It seems like a good idea.

I would trial it to see if it works.

One thing that would improve the menus would be to give the number after you have spoken the option

e.g. Use

For the Emergency Department Press 1

not

Press 1 for the Emergency department

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