The switchboard of a multi-branch chain must route calls to the right place: customers call by location or branch code, the call is routed to that branch's staff. In addition, it is necessary to separately report each branch, a separate hotline number or branch selection menu, and a mechanism to not lose calls when the branch is busy. Zenify recorded an uptime of 99.99% for its cloud platform.
TL;DR
- The chain needs to be routed by branch/area, not "who's free and who's listening".
- How to do: menu select branch or hotline number for each branch.
- Branch is busy → transfer to a nearby branch or leave a message.
- Separate reports by branch to compare efficiency.
- Synchronize customer records across branches.
Why does the chain need branch routing?
Customers call to contact the nearest branch, where they make transactions and make complaints at the store.
"Who's free, who's listening" causes customers to call branch A and meet branch B staff → confused, having to switch again.
Customers call back many times to get to the right place → frustrated, lose sympathy.
How to route by branch
1. IVR menu select branch
"Click 1 Hanoi branch, press 2 Ho Chi Minh City...".
Suitable when there are few branches (5-10), easy to remember numbers (see What is IVR).
2. Separate hotline number for each branch
Each branch has its own number (including total number and local number).
Customers call the correct number → go to the correct branch, no need to press the menu.
3. Combination: total number + menu, branch has its own number
Advertise the total number for new customers; Branches use separate numbers for local customers.
Flexible combined/separate reporting.
When the branch is busy or out of hours
Transfer to neighboring branches: fallback configuration: branch A is busy → transfer to B.
Leave a message: no one is listening → remind customer to leave number and call back.
Reminder to return to office hours: outside of announced opening hours (see Hold time).
Support center switchboard: during peak hours, branch calls may be transferred to the center team for temporary processing.
Reporting and chain management
Content | Why do we need
Report by branch | Compare the effectiveness of each branch
Number of calls and missed calls by branch | Detecting a branch shortage of people
CSAT by branch | Detecting weakly served branches
Profile of cross-branch customers | Customers who change branches do not lose their history
Note: Customers can transact with multiple branches, common records across the chain avoid customers repeating from the beginning (see Customer Profile 360).
Common string errors
There is no routing by branch: customers turn around and ask "which branch do you call?".
Different numbers for each advertising place: customer calls old number → wrong branch → upset.
Busy branches have no fallback: calls are "hanging" or missed silently.
Combined report: I don't know which branch is weak.