I had a bit of a vacation last week, hence the lack of a Friday post. We went to the Toronto Zoo and that was great; not for entire week clearly, but it was the major outing that we had. Back in action this week though, so let’s have a quick look at voicemails on the go.
It’s not reasonable to believe that every single inbound call that comes into your contact center ACD will be handled by an agent. Not only is it not reasonable, I’d say it’s more or less impossible. How can you help mitigate this issue? How about letting the caller leave a voicemail?
Typically, you could tailor your contact center ACD to route to a voicemail in the situation where it seems like it could be a good idea. A few scenarios off the top could be:
- Caller calls in after business hours and no agents are available anyway – Schedule an after hours IVR to instruct the caller that no one is currently available and that they can leave a voicemail if they choose to do so.
- Configure a queue to allow the caller to leave a voicemail instead of waiting in the queue for an agent – Sometimes callers aren’t the most patient, so allowing the caller to press a DTMF option to leave a voicemail might be an idea.
- Caller reaches the max wait time for a queue – After the wait time is exceeded, send the caller to a voicemail extension where they can then leave a message if they wish.