The call center feel is usually decided in the first ten seconds, not by Dialpad itself. I'd keep the recording and reporting, but change the order. New callers should ring the new inquiries person first, then overflow to another person, with the menu used only as the fallback. Existing customers can be routed by caller ID straight to the right department in Dialpad, so they never hear a menu. The recording notice can be one short line in a familiar voice instead of the default. If the VA answers, she should use the company name, follow the same local script, and make a warm transfer, never a cold handoff. I'd track answered by a person within 20 seconds and callback within one hour. What share of your calls are existing customers versus new inquiries?
Thank you! Existing customers can be routed by caller ID straight to the right department in Dialpad, so they never hear a menu. --interesting, how would i set this up? There are so many different areas to set things in Dialpad. It gets lost. And I have found the customer service to be pretty awful.
The rest are things we do, or at least they are instructed to do. Likely about 70% existing to 30% new inquiries.
Two ways, one with no build and one with.
No build: give existing customers a different number. Put it on invoices, job confirmations and the techs' cards, and route that number straight to the service department with no menu. At 70/30 that takes the menu away from most of your calls this week.
With a build: Dialpad Workflows have an External API node, the data dip. On an inbound call it sends the caller's number out to an endpoint you control, the endpoint answers with which contact center to send them to, and they land there without hearing the menu. It's in Admin Settings under Workflows. The endpoint is the actual work. it checks the number against your customer list, Jobber or wherever it lives, and returns the department.
Neither one needs their support, which given what you said is probably the point.
With 70% existing I'd put the second number in first and do the lookup after.
