An incoming call flow is extremely important. It is not only the speak that presents your business, but also the music that your customers hear – not to mention how these interact with your telephone system navigation. It is your overall telephone profile that is crucial. Your telephone greeting is the face of your company and contributes to the first impression your customers get of your business.

When your clients call your business, they are approaching you in a situation that is very favourable to you. They are attentive and prepared to listen/talk – and at the same time they are much more prepared to buy than if you had called them. It is precisely in a situation like this that you are able to utilise waiting time in a constructive way – instead of just ‘letting them wait’. This is where the importance of a good incoming call flow really comes into its own.

Telephone IVR (Interactive Voice Response) is not ‘just’ something you implement. It requires planning and strategy to get a good and professional inbound call flow– because what use is a solution that can do everything, if you use it in the wrong way and end up losing customers? The right telephone profile does not just give your customers an excellent experience. It enables you to optimise your own business flows and thereby achieve higher profits.

We believe in Toyota’s LEAN as a tool for a continuous change process. LEAN is all about designing work processes to ensure a good flow. This is done by preventing or removing bottlenecks, queues and piles to enable work processes to run seamlessly without interruption. This, of course, applies internally, but also on the route FROM your customers TO your business.