Build a simple, measurable overflow setup that protects customer experience. The first step is to define the business outcome and the information needed to achieve it.
Measure when calls overflow
Define the forwarding rule
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.
Limit the initial scope
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.
Keep a consistent brand experience
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.
Measure saved calls and outcomes
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.
Extend coverage gradually
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.