How to Use Tags to Route Calls to Specific Endpoints and Buyers

As a data marketer, you're under the microscope to track and justify the ROI of all your campaigns, and now down to the call outcome. You have many campaigns on the go, with calls being driven into your organization from across multiple channels and from multiple partners.

Use data to consolidate call tracking campaigns

Retreaver makes tracking multiple call sources through to multiple call endpoints (buyers) easy by using Tags. Tags represent data and are attached to each call. Retreaver's Dynamic IVR uses tags to automatically route callers to the best agent, buyer or call handler; matching the tags on the call with the call handlers who've been tagged to accept calls with the same data attributes.

The result is a streamlined, efficient call campaign; callers are not unnecessarily presented with multiple IVR questions and transfers to get to the right person, and your team spends significantly less time setting up and managing bundled campaigns.

How to create a call campaign using Retreaver's Dynamic IVR

For this how to document, let's assume we have a single campaign that will route calls to 4 call handlers who want different types of calls as follows:

Call Handler Locations Products
Agent A Ontario, Quebec Widget 100, Widget 300
Agent B Ontario, New York Widget 100
Agent C New York Widget 200
Agent D Quebec Widget 200, Widget 300

 Steps for configuring a multiple endpoint call tracking campaign

  1. Create Tags. Tags determine where you route calls. For our example:
    • Create a text tag with the key "product"
    • Add a prompt: "Press 1 for Widget 100, press 2 for Widget 200, press 3 for Widget 300"
    • Add prompt options:
      • When 1 is pressed, set tag value to widget 100
      • When 2 is pressed, set tag value to widget 200
      • When 3 is pressed, set tag value to widget 300
      • When anything else is pressed, set tag value to NA
  2. Add Tags to Call Handlers. Edit the call handler's profile and add Tags using the Wizard. For example:
    • Agent A: geo:ca-on and geo:ca-qc and product:widget 100 and product:widget 200
    • Agent B: geo:ca-on and geo:us-ny and product:widget 100
    • Agent C: geo:us-ny and product:widget 200
    • Agent D: geo:ca-qc 
  3. Create Handler Group. Optional. Makes managing the campaign in future even easier.  Simply add the four Call Handlers to a new Handler Group called something like Product Agents.
  4. Update your Campaign.
    • Routing Settings: Use the Handler Group in your dial routing. This way the 4 Product Agents are considered for each call.
  5. Add Phone Number(s).
    • Add a Phone number to your campaign to trigger the IVR Prompt.  When you do not tag a phone number with data, Retreaver will look to resolve any tags on agents in the campaign by playing the Tag Prompt to the caller.
    • Add a Phone number to your campaign that skips the IVR Prompt. When you Tag a number with data such as "product:widget 100" then Retreaver uses this to select the agent and does not need to play the IVR to resolve the tag.

How routing is decided when a call is initiated

The call routing decision is determined by the Priority, Tags, and Weight of the agents (buyers) in the campaign. The order is as follows:

  • Priority: Lower priority number agents are evaluated for calls first. For our example - assume all agents are the same priority.
  • Tags: The tag key that is present on the most number of call handlers is evaluated first. In our example if call coming in was tagged: New York and Product 100.
    • At start of call: 4 agents have geo tags and 3 have product tags.
    • Retreaver tries to match the geo tag first creating a subset of agents. It would match Agent B and D, then
    • Retreaver tries to match the product tag and further refines the pool of agents to Agent B.
  • Weight: If there are multiple agents available at this point, Retreaver weights the distribution of calls.

Retreaver uses tags to filter the call handlers quickly to an available (and appropriate) group of potential agents.

Whenever Retreaver encounters a scenario where no agents match. The caller is routed to the "No handler (buyer) matches" Routing Setting, and are played the "No caller matched" Prompt.

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