5 IVR Routing Strategies (and Which One You Should Use)
When done right, good IVR routing provides your customers with a better call-in experience, improves your call center metrics, and makes your agents’ lives easier by ensuring they’re getting the callers that are best suited to their expertise. Additionally, it reduces the number of queries going to your agents that could’ve been answered with self-service options.
Here are five key IVR routing strategies you need to know and when you should use each one.
IVR Routing Strategy 1: Menu-Based Routing
Ideal for businesses with multiple departments or services, menu-based call center IVR lets customers choose from a variety of options, putting them in the driver’s seat so they can head straight to their desired destination.