Key takeaways
- Pull a month of call reasons.
- The agent can hand over to the same departments and numbers your menu uses.
- Start with overflow and after-hours calls, then one department, then the general line.
- Compare the share of calls that reach the right place and the share that hang up early, before and after.
- Remove options only after the agent has handled that route cleanly for a few weeks.
List why people call
Pull a month of call reasons. Group them. The groups become the agent's jobs, and they show which menu options no one uses.
Keep the routing you have
The agent can hand over to the same departments and numbers your menu uses. You are changing how callers choose, not where calls end up.
ListenHears the caller in their own words
UnderstandWorks out what they want
ReplyAnswers in a natural voice
ActBooks, notes or hands over
Migrate in stages
Start with overflow and after-hours calls, then one department, then the general line. Keep a key to reach a person during migration.
Measure both
Compare the share of calls that reach the right place and the share that hang up early, before and after. Keep whichever performs better on each route.
Retire menus that no longer earn their place
Remove options only after the agent has handled that route cleanly for a few weeks.
