Ensuring Calls Are Answered using Buyer Group Routing Behaviors

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Phone calls going unanswered are a challenge for many businesses, they cost companies revenue, reputation and customer experience. So how do you make sure each call to your business is answered, and how do you ensure each and every call from your leads, customers and partners will be answered when they call?

The best way to address this challenge will depend in part on the resources available in your organization. Is there one person answering calls or one hundred? Even when you have a small number of people answering the phones, Retreaver provides options for elegantly handling every caller who tries to contact you by using the concept of Buyer Groups .


 

Ensuring Phone Calls Get Answered

"Continuous Ringing" Routing Behavior

"Continuous Ringing" Routing Behavior

Retreaver will try to connect with the first matched and available agent on a campaign, if they do not answer, then Retreaver will move on to the next agent and then to the next agent until the call eventually gets answered. This is the default routing behavior of all Retreaver campaigns.



Continuous Ringing Setup:

  1. Add call handlers to your account (note: continuous ringing requires at least 2 handlers):

  2. For each call handler set the following field:
    • Timeout:
      This is how long you want Retreaver to attempt the agent before moving onto the next. For continuous ringing, you want to provide the person answering the phone with enough time to answer the phone, while not making the attempt so long that the caller hears a lot of ringing across multiple routing attempts.

      By default all handlers come with a 30 second timeout, however we recommend a timeout of about 12 seconds, this is enough time for 3 rings to be heard by the caller before moving onto the next agent if the first available but not answering.

    • Priority:
      If you want the agents to be sent the call in a prioritized order, set the first agent's priority as 1, the next as 2, and so on.

  3. Create a Handler Group:
    • Add all the Call Handlers to the group.
    • Set the behavior to dial handlers separately.
      [ This behavior comes standard for all newly created buyers and handler groups ] 

  4. Update your Campaign:
    • Edit your campaign's Routing Setting
    • Insert your newly created Handler Group into your campaigns routing settings.

When a call is initiated, Retreaver dials the Handler Group and considers the available Priority 1 call handlers. The first buyer is dialed, if they answer then the call is connected, if they do not answer within the Timeout window, then the next call handler is dialed until an eventual match is made. 

"Simultaneous Dialing" Routing Behavior

"Simultaneous Dialing" Routing Behavior

All the available agents in a handler group will be dialed at the same time.
The first to pick up the call will be connected.



Simultaneous Dialing Setup:

  1. Add your call handlers to your account (note: simultaneous dialing requires at least 2 handlers)

  2. For each call handler set the following field:
    • Timeout:
      This is how long you want Retreaver to attempt the agent before moving onto the next. For continuous ringing, you want to provide the person answering the phone with enough time to answer the phone, while not making the attempt so long that the caller hears a lot of ringing across multiple routing attempts.

      By default all handlers come with a 30 second timeout, however we recommend a timeout of about 12 seconds, this is enough time for 3 rings to be heard by the caller before moving onto the next agent if the first available but not answering.

    • Priority:
      If you want the agents to be sent the call in a prioritized order, set the first agent's priority as 1, the next as 2, and so on.

  3. Create a Handler Group:
    • Add all the Call Handlers to the group.
    • Set the Behavior to Simudial Handlers.
    • Set the Priority and Weight as though the group is a single call handler.
  4. Update your Campaign:
    • Routing Settings: Use the Handler Group in your dial routing.
    • Greetings: You'll want to add the following extra prompt messages to communicate to your call handlers that they either A) They got the call or B) Were too slow to pick up.
      • Press 1 to accept.
      • Press 1 too slow.

 

When a call is initiated, Retreaver dials the Simuldial enabled handler group and considers the available call handlers all at once. The first to accept the call will be connected, all other handlers attempting to accept the call will receive the "Press 1 too slow" prompt message instead.

"Call Me Back" Routing Behavior

"Call Me Back" Routing Behavior

Used on its own or in tandem with either "Continuous Ringing" or "Simultaneous Dialing" routing behaviors. This behavior is built for capping the time spent ringing on the caller's line, then presenting a message back to the caller offering a call back when an agent becomes available.



Call Me Back Option Setup:

  1. Set up your call Handler Group(s) for Continuous Ringing.

  2. Create a new campaign called "No Handler Found Campaign Redirect".

    This campaign will be routed into if no handler was available from your initial campaign. It will store the "Call me back" message prompt and agent contact logic:

    • Routing Settings
      • 1 is pressed set to end.
      • 2 is pressed dial voicemail number.

    • Prompts
      • Add a "Greeting" prompt: "All our agents are currently busy. To have an agent call you back as soon as available, please press 1. To leave a voicemail, press 2"
      • Add a "1 is pressed" prompt: "Thank you. An agent will call you back as soon as possible"

    • Conversion Criteria
      • Set conversion criteria to Timer and 5 seconds. 

    • Webhooks
      • Add a Webhook and set to fire on Non-conversion - If outbound call meets seconds timer and is highest matching timer
      • Set the Timer to 5 seconds
      • Set the URL to post to a message to your agent system, via SMS, Zapier action or otherwise. 

  3. Inside of your original campaign modify the routing settings as follows:

    • Routing Settings
      • Modify your "When nothing is Pressed" routing setting, then choose "dial" and add your Call Handler Group, they will be dialed as normal.
      • Include a "When no handler answered" routing setting, then choose the "redirect to campaign" action and set it to the campaign you created in step 2 above.


Now if your original campaign does not have an agent/handler available to answer the call, the caller will be routed into the "No Handler Found Campaign Redirect" campaign which will play the "Call me Back" prompt and notify any desired agents that an incoming call was missed and is requesting a call back.

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