The purpose of this article is to help you understand how routing can be used to maximize the customer experience by accounting for every scenario during a phone call.
New to campaigns? Visit our guide on how to Set up a Call Tracking Campaign.
Possible Routing Triggers:
|1 – Pound is pressed||
These interactive settings are for when a customer calling has multiple options to choose from such as “For Sales Press 1, for Support Press 2.”
It is important to note that most routing decisions should be done in the background through the Retreaver tagging system as it is more effective to route automatically without forcing additional prompts from a customer.
|Nothing is Pressed||
“When nothing is pressed” dial Buyer 1, Buyer 2, Buyer 3. This is the most basic example of how Routing Settings work.
Campaigns normally use the “When nothing is pressed” routing setting to attempt a connection with multiple Buyers or Endpoints automatically based on Priority and Weight.
|Anything else is pressed||This setting should be used in cases where the caller is pressing buttons outside of scenarios that have been accounted for. Generally used to set default options when no valid input is sent.|
|All Buyers Closed||Gives the ability to redirect a caller to another campaign or hang up if no buyers are available.|
|No Buyer Answered||
Sometimes your Buyer may miss a phone call. This could be due to a short timeout setting in the buyer profile or perhaps the buyer is simply not answering the call.
Use this setting to route callers in cases where the initial intended Buyer does not answer the call.
|No Buyers Match||
Depending on a buyers criteria, some callers might not be able to successfully match. You may use this setting to notify them that they did not match with any buyers criteria and hang up.
Alternatively, you may use this as an opportunity to send the call to a different network of buyers or campaigns by using the “Redirect to campaign” setting.
|Caller Previously Converted||
When tracking conversion criteria, Retreavers system recognizes when a caller has been previously converted and is calling back.
In cases where that happens, you can control how to route the call by either greeting them with a message saying “You’ve previously taken advantage of this promotion. Please call the customer service line for further information at 1-800-123-4567”, redirect or simply hang up.
Once your call tracking campaign is completed, its always a good idea to test your campaign and ensure all routing endpoints are functional.
Routing Scenario Examples
"When nothing is pressed" is the default routing setting. Incoming calls will attempt to match with the listed call endpoints.
"When * is pressed" covers a variety of actions a caller could use, this can be used to enable branching paths for your campaign. In the above example, a caller can press 9 to be connected with a customer service line.
When using custom routing settings that require caller input, be sure to inform callers of these options using an IVR greeting prompt. You can also add additional prompts to convey information. The "key press 9" prompt can be used to convey to the caller that "Your call is being connected to a customer service line"
Applying multiple triggers to a routing setting:
You can apply multiple triggers to a routing setting. In this case, whenever no buyers match, answer or are closed - you can redirect the call to a fallback buyer, another campaign, or end the call.