📣 Marketing, CRM & Support · Flowchart
Contact Centre Call Routing
How an incoming support call is routed: caller recognition, IVR menu, self-service options and routing to the right skilled agent queue.
Drawing diagram…
What this diagram shows
- Known callers are greeted and routed using their CRM record
- Simple requests are solved in the IVR without an agent
- Callers can choose a call-back instead of waiting
Prompt used
Contact centre routing flowchart: a call arrives, the number is looked up in the CRM. VIP customers go straight to the priority queue. Others hear an IVR menu: order status (answered automatically), billing, technical support or other. The call goes to the matching skill queue; if the wait is over 5 minutes the caller is offered a call-back. After the call a CSAT survey is sent by SMS.
Mermaid code
flowchart TD
A[Incoming call] --> B[Look up caller in CRM]
B --> C{VIP customer?}
C -->|Yes| P[Priority agent queue]
C -->|No| D[IVR menu]
D -->|1 Order status| E[Read status automatically]
D -->|2 Billing| F[Billing queue]
D -->|3 Technical| G[Tech support queue]
D -->|0 Other| H[General queue]
E --> Z{Need an agent?}
Z -->|No| END[End call]
Z -->|Yes| H
F --> W{Wait over 5 minutes?}
G --> W
H --> W
W -->|Yes| CB[Offer call-back]
W -->|No| AG[Connect to agent]
P --> AG
AG --> S[Send CSAT survey by SMS]Related templates
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