All Features Call Center Setup Multi-level IVR System

Multi-level IVR and call routing

The interactive voice response system (IVR) lets you route your customer calls to teams or agents with a customizable call flow mechanism. Every keypress can be configured to trigger an action to optimize your call flow. For example, you could have your customer calls forwarded to your Support team when they press 1, and to somebody from Sales when they press 2. Freshcaller also supports multi-level IVR, where customers can browse between different menus in the IVR system utilizing keypresses configured to do the same. IVR prompts can be recorded and synced to your system by audio file upload, using text-to-speech capability or the inbuilt voice recording feature.

Call Queue Routing

Connect callers to individuals agents, call queues or teams within an organization, based on their needs.

Nested IVR Systems

You can configure each and every phone number separately and let it have its own set of customizations.

Set Service Levels

Set the maximum number of people on the queue and maximum waiting time for your customers. Once either limit is reached, a non-availability message will automatically be played to your customers.

Wait & Hold Music

Custom wait and hold music can be uploaded through audio file uploads.

Voicemail & Greeting text

Customers can also leave behind messages for the support agents using the voicemail feature when they are unable to reach them during high call traffic.

Frequent IVR queries

Is external number routing from IVR possible in Freshcaller?

Using Freshcaller IVR, you can transfer incoming calls to an external mobile or landline phone number. Ensure that the phone number provided is valid and someone would always be available to attend the calls transferred from Freshcaller.


Metrics to watch out for in your call center system

Freshcaller calculates the time from hearing the first welcome message to being answered by a human agent as the wait time. Wait time is an indicator of how efficient you have set up your Freshcaller system. Clients subscribing to higher paid plans of Freshcaller have access to Advanced Call Metrics functionality wherein administrators would be able to calculate the IVR time, i.e - the time spent by a caller while traversing through your IVR.

Is routing to different IVR systems possible based on business hours?

Freshcaller lets you define business hour based rules for your call center. You can route calls to different IVR systems based on the time of the call. You can use business hour based routing to transfer calls to various teams across the globe and run a 24/7 call center system.