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Business Telephony & VoIP

IVR, Queues & Call Centre

We design IVR menus and queues so a call reaches the right person quickly, keeping the menu short. We configure group distribution, schedules and overflow, and enable reporting on missed calls and waiting times, so you know how many calls are actually being lost.

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Who it is for

  • Businesses with high inbound call volume
  • Companies with separate sales and support teams
  • Organisations that do not know how many calls they miss
  • Sites with seasonal peaks in call traffic

When we are NOT the right choice

  • If the goal is a deep menu that delays the caller
  • If there are not enough people to cover the queues created
  • If there is no phone system able to support it

PROCESS

The process

Indicative times from signature of the proposal, subject to hardware availability. Every project is shaped to the size and the needs of the client.

  1. 01Current state inventory

    We examine when calls arrive, who answers them, and at what point the caller gives up.Time: 2-5 working daysDeliverable: Traffic picture and loss points

  2. 02Menu and queue design

    We design a short menu, groups, distribution order, and what happens when nobody answers or it is out of hours.Time: Alongside the studyDeliverable: Flow diagram with schedules and overflow

  3. 03Implementation and prompts

    We implement the flow and load the recorded prompts, including hold and out of hours messages.Time: 1-3 daysDeliverable: Live IVR with recorded prompts

  4. 04Reporting and metrics

    We enable reporting so missed calls, waiting times and load per group and hour become visible.Time: During implementationDeliverable: Missed call and wait time reporting

  5. 05Tuning after the first weeks

    We revisit the flow with real data. There is almost always one correction that was not visible on paper.Time: After going liveDeliverable: Flow corrected against real data

What is includedWhat is not included
Call traffic analysisProfessional studio voice recording
IVR, queue and schedule designProvider fees and call charges
Distribution and overflow rulesCall recording, which is scoped separately
Loading of recorded promptsStaffing of the answering teams
Missed call and waiting time reporting
Flow tuning after the first weeks

Technology and equipment

  • FreePBX / Asterisk
  • Yeastar
  • Grandstream
  • SIP trunks

From practice

An IVR is often treated as a way to filter calls. In practice, every extra menu level increases abandonment, and the caller who gives up appears nowhere as a missed call unless reporting exists.

So we start from the data rather than the menu. Once it is visible when calls arrive and where they are lost, the right flow is usually simpler than the one originally requested.

Prerequisites

  • A working phone system, or one within the project
  • A decision on groups and schedules
  • Scripts or recordings for the prompts
  • Enough staff for the queues being designed

Cost

Quoted as a project based on flow complexity and the number of groups. Later changes to flow and schedules sit within the support agreement, because in practice they are requested often.

We do not publish a price list. Every proposal follows a site survey and separates hardware from labour.

What moves the cost

  • Number of menu levels and groups
  • Complexity of schedule and overflow rules
  • Whether reporting per group and hour is required
  • Whether multiple branches are involved

Frequently asked questions

How many menu levels should an IVR have?

As few as possible. Every extra level increases abandonment. In most businesses one level with three or four options covers nearly every call.

How will I know how many calls I miss?

From the reporting we enable. It shows missed calls, waiting time before abandonment, and load per hour. Without it, the discussion about missed calls runs on impressions.

What happens out of hours?

It is defined explicitly in the flow: a message, voicemail, mobile forwarding, or a combination. It is one of the most commonly forgotten points, and customers notice it immediately.

Do I need a call centre to use this?

No. Queues, distribution rules and reporting make sense even for a team of three or four people answering phones.

Related services

Also connects with

NEXT STEP

Find out how many calls you actually miss

We start with an analysis of your call traffic and design a flow that gets the call to the right person.

Request a site survey+30 210 598 9588

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