Best practices for rolling out voice support

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<p id="docs-hc-snippet" style="display: none;">Once you've completedplanning for voice support, you're ready to roll out the voice channel. In this article, you'll learn some great tips to help you introduce voice into your organization, learn how to hire the right agents, and then learn tips about many of the features that can help you to be more effective in helping your customers.</p>
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<p class="p">Once you've completed <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827760410" target="_blank">planning for voice support</a>, you're ready to
roll out the voice channel. In this article, you'll learn some great tips to help you
introduce voice into your organization, learn how to hire the right agents, and then
learn tips about many of the features that can help you to be more effective in helping
your customers.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="id_4408834266778__ul_ej1_3hp_b3b">
<li class="li"><a class="xref" href="#topic_ywk_2zr_vhb">Introducing phone support</a></li>
<li class="li"><a class="xref" href="#topic_yhf_wyr_vhb">Staffing and training</a></li>
<li class="li"><a class="xref" href="#topic_vmd_4hp_b3b">Getting the most from voice features</a></li>
<li class="li"><a class="xref" href="#topic_rtv_nw4_b3b">Next steps</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ywk_2zr_vhb">
<h2 class="title topictitle2" id="ariaid-title2">Introducing phone support</h2>
<div class="body">
<p class="p">Tips that can help you as you begin to introduce phone support into your organization
include:</p>
<ul class="ul" id="topic_ywk_2zr_vhb__ul_v1h_x3r_xhb">
<li class="li">
<strong class="ph b">Start gradually</strong><ul class="ul" id="topic_ywk_2zr_vhb__ul_uwp_pzr_vhb">
<li class="li">Don’t display your phone number on your website immediately; include it
on specific Help Center articles</li>
<li class="li">Share your support number only with select, VIP customers</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Use an IVR to deflect calls</strong><ul class="ul" id="topic_ywk_2zr_vhb__ul_qvz_rzr_vhb">
<li class="li">Provide recordings that answer frequently asked questions to save
customers and agents time</li>
<li class="li">Deflect calls to text messages using the IVR to text feature</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Create a voicemail box</strong><ul class="ul" id="topic_ywk_2zr_vhb__ul_emy_5zr_vhb">
<li class="li">Allow customers to leave voicemail, and follow-up when agents have time
with a call, email, or text message.</li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_yhf_wyr_vhb">
<h2 class="title topictitle2" id="ariaid-title3">Staffing and training</h2>
<div class="body">
<p class="p">Even with the best technology in the world, interactions between <em class="ph i">people</em> are
arguably the most important part of the service you provide. Therefore, hiring the
right people is crucial to your success. Hire people who are passionate about
helping other people, and then train them both in the support products, and in
dealing with customers.</p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_uy3_qts_vhb">
<h3 class="title topictitle3" id="ariaid-title4">Hire the right people</h3>
<div class="body">
<p class="p">One of the most popular posts on our, <a class="xref" href="https://www.zendesk.com/blog/" target="_blank">blog</a> is a selection of interview
questions that will help you to find the perfect customer service staff for your
needs. Check it out <a class="xref" href="https://relate.zendesk.com/education/interview-questions-hiring-great-customer-service-reps/" target="_blank">here</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_nlc_rts_vhb">
<h3 class="title topictitle3" id="ariaid-title5">Train your agents to be successful</h3>
<div class="body">
<p class="p">Every company and every agent might have different training needs. However, some
of the basics that all of your agents will need to know include:</p>
<ul class="ul" id="topic_nlc_rts_vhb__ul_wzf_x2s_vhb">
<li class="li" dir="ltr">Show your agents how to use Zendesk products (see the free <a class="xref" href="https://academy.zendesk.com/path/zendesk-agent" target="_blank">agent training courses</a>)</li>
<li class="li" dir="ltr">Create an internal knowledge base about your products and services
so the right information is at the agent's fingertips</li>
<li class="li" dir="ltr">Train agents on customer etiquette (also known as <em class="ph i">soft
skills</em>)</li>
<li class="li" dir="ltr">Review your agents call recordings (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831738266-Managing-recording-options-in-Zendesk-Talk" target="_blank">Managing recording options</a>)</li>
<li class="li" dir="ltr">Provide in-the-moment feedback with call monitoring (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408885902490-Monitoring-calls-with-the-Live-calls-dashboard-Talk-Professional-and-Enterprise-" target="_blank">Monitoring calls with the Live calls
dashboard</a>)</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_p4t_yws_vhb">
<h3 class="title topictitle3" id="ariaid-title6">Tips for more empathetic phone support</h3>
<div class="body">
<p class="p">Make sure that your agents are aware of the following best practices for
communicating with people.</p>
<ul class="ul" id="topic_p4t_yws_vhb__ul_qlz_bbr_xhb">
<li class="li">
<strong class="ph b">Mirroring:</strong> Listen to the customer and react accordingly. Someone in a
hurry doesn’t want cheerful chatter, and someone who wants to chat doesn’t
want to be rushed.</li>
<li class="li">
<strong class="ph b">Validating:</strong> Sometimes your answer isn’t what the customer wants to
hear, even if it’s the correct answer. Let them react, listen to what they
have to say, address their concerns, then repeat the correct answer.</li>
<li class="li">
<strong class="ph b">Acknowledging:</strong> Tell the customer you understand the problem and the
reason for their call. Make sure they feel heard.</li>
<li class="li">
<strong class="ph b">Listening:</strong> The call will often go quicker and smoother if you just
let the customer vent. Interrupting them to get the conversation back on
track too often and aggressively can make the call drag on even longer. Hear
what they have to say and help them.</li>
<li class="li">
<strong class="ph b">Summarizing:</strong> Repeat back what a customer has told you in a supportive
way. This demonstrates that you understand the problem.</li>
<li class="li">
<strong class="ph b">Communicating:</strong> Ask permission to put customers on hold and let them
know how long it will take. If it looks like it will take longer, check back
in and communicate this to them. The pain of waiting can be diminished if
you set an expectation of how long it will be.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_rls_1xs_vhb">
<h3 class="title topictitle3" id="ariaid-title7">Using a shared or dedicated model</h3>
<div class="body">
<p class="p">For some companies, having agents skilled in one of voice calls, email support,
or chat will work best. For other companies, having agents that multitask
between all three will work best. Examine the volume of your calls in each
channel, the number of agents you have available, and their skills to decide
what works best for you.</p>
<p class="p"><img class="image img-screenshot" id="topic_rls_1xs_vhb__image_omz_sls_vhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zag_talk_best_practices19.png" width="500"></p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_vmd_4hp_b3b">
<h2 class="title topictitle2" id="ariaid-title8">Getting the most from voice features</h2>
<div class="body">
<p class="p">There are many features that help your agents better help customers. Consider
implementing some of these to improve your efficiency.</p>
<p class="p">This topic contains tips to help you with the following features:</p>
<ul class="ul" id="topic_vmd_4hp_b3b__ul_zvx_b3p_b3b">
<li class="li"><a class="xref" href="#topic_om2_zts_vhb">Configuring an outgoing call number</a></li>
<li class="li"><a class="xref" href="#topic_o2t_htp_g3b">Configuring greetings</a></li>
<li class="li"><a class="xref" href="#topic_qd3_phz_vhb">Configuring voicemail (Team, Professional, and Enterprise plans)</a></li>
<li class="li"><a class="xref" href="#topic_tb4_gpj_xhb">Using an IVR (Professional and Enterprise plans)</a></li>
<li class="li"><a class="xref" href="#topic_y1z_hpj_xhb">Routing calls to groups (Team, Professional, and Enterprise plans)</a></li>
<li class="li"><a class="xref" href="#topic_y2n_mpj_xhb">Using callback from queue (Professional and Enterprise plans)</a></li>
<li class="li"><a class="xref" href="#topic_fpz_hpj_xhb">Setting priority numbers (Professional and Enterprise plans)</a></li>
<li class="li"><a class="xref" href="#topic_azz_hpj_xhb">Using overflow and after-hours routing (Professional and Enterprise plans)</a></li>
<li class="li"><a class="xref" href="#topic_qn2_wyr_vhb">Setting up failover (Professional and Enterprise plans)</a></li>
<li class="li"><a class="xref" href="#topic_sbf_zts_vhb">Blocking numbers</a></li>
<li class="li"><a class="xref" href="#topic_psw_kts_vhb">Conference calling (Professional and Enterprise)</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_om2_zts_vhb">
<h3 class="title topictitle3" id="ariaid-title9">Configuring an outgoing call number</h3>
<div class="body">
<p class="p" dir="ltr">Choose a specific phone number to be displayed as the caller ID when
you call customers. This helps you to:</p>
<ul class="ul" id="topic_om2_zts_vhb__ul_is5_jjr_xhb">
<li class="li">Provide local or toll-free numbers so customers are more likely to answer
calls</li>
<li class="li">Deliver on brand and localized support experiences</li>
</ul>
<p class="p">For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893291930-Standardizing-your-outbound-caller-ID" target="_blank">Standardizing your outbound caller
ID</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_o2t_htp_g3b">
<h3 class="title topictitle3" id="ariaid-title10">Configuring greetings</h3>
<div class="body">
<p class="p">You can configure a wide range of greetings that your callers might hear in
various circumstances. For example, you can configure greetings for voicemail,
available agents, hold music, callback confirmation, and more. Tips for
configuring greetings include:</p>
<ul class="ul" id="topic_o2t_htp_g3b__ul_sxk_ttp_g3b">
<li class="li">Customize your greetings. Include references to your company and services.
This can help keep your messages on-brand and keep callers interested.</li>
<li class="li">Don't make greetings too long. Customers will hang up if they are forced to
wait too long.</li>
</ul>
<p class="p">For more help, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821594650-Managing-outgoing-greetings" target="_blank">Managing outgoing greetings</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_qd3_phz_vhb">
<h3 class="title topictitle3" id="ariaid-title11">Configuring voicemail (Team, Professional, and Enterprise plans)</h3>
<div class="body">
<p class="p">When you can't answer calls, there's built-in voicemail. When customers leave a
voicemail, a ticket is created with the voicemail attached. Additionally, you
can optionally transcribe the voicemail right into the ticket.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> When you aren't using omnichannel routing, voicemails are treated like incoming phone calls. Voicemails are
included in triggers that use the "Ticket &gt; Channel &gt; Is &gt; phone call
(incoming)" condition. However, tickets generated by voicemails can't be
routed by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">omnichannel routing</a>.</div>
</div>
<p class="p">When prompting customers to leave a voicemail, ask them to provide the
information your agents will need to best help them, such as account number,
best time to call back, and the type of issue. Also, provide the customer with
information such as normal business hours and other support options (like
self-service) so they can make informed decisions about how to proceed. </p>
<p class="p">You can also disable voicemail outside of business hours and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845919002" target="_blank">route after hours calls</a> to different phone
numbers.</p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831899930-Configuring-voicemail-options" target="_blank">Configuring voicemail options</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_tb4_gpj_xhb">
<h3 class="title topictitle3" id="ariaid-title12">Using an IVR (Professional and Enterprise plans)</h3>
<div class="body">
<p class="p">With a multi-level interactive voice response (IVR), or phone tree, you can route
customers to the right agent or department, provide recorded responses for
frequently asked questions, and deflect calls by allowing callers to switch the
interaction to text. Tips for getting the most from an IVR include:</p>
<ul class="ul" id="topic_tb4_gpj_xhb__ul_pfm_kxq_xhb">
<li class="li">Give callers the ability to indicate why they are calling. For example
"Press 1 for sales, 2 for support".</li>
<li class="li">Limit the number of IVR options to around 5 and the number of levels to
around 3. Customers will become frustrated if they have to spend too long in
your IVR.</li>
</ul>
<p class="p" dir="ltr">For more details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408885628698" target="_blank">Routing incoming calls with IVR</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_y1z_hpj_xhb">
<h3 class="title topictitle3" id="ariaid-title13">Routing calls to groups (Team, Professional, and Enterprise plans)</h3>
<div class="body">
<p class="p" dir="ltr">Some agent groups in your organization might have skills better suited
to serving specific customers. In this case, you can configure a number from
which calls will be grouped only to those agents. Calls are sent to the agent
that has been idle the longest</p>
<p class="p">For more details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408885952922-Routing-incoming-calls-to-groups-of-agents-Talk-Team-Professional-and-Enterprise-" target="_blank">Routing incoming calls to groups of
agents</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested2" id="topic_y2n_mpj_xhb">
<h3 class="title topictitle3" id="ariaid-title14">Using callback from queue (Professional and Enterprise plans)</h3>
<div class="body">
<p class="p">Enable your customers to choose between waiting on hold in a queue and requesting
a callback. When customers request a callback, their places are held in the
queue and their call is automatically returned when an agent is available to
talk with them. This helps to:</p>
<ul class="ul" id="topic_y2n_mpj_xhb__ul_zhs_f2s_vhb">
<li class="li">Manage high volumes <em class="ph i">without</em> hiring more agents</li>
<li class="li">Avoid abandoned or repeat calls</li>
<li class="li">Boost customer satisfaction and first call resolution</li>
</ul>
<p class="p">For more details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408884087706-Enabling-customer-callback-Talk-Professional-and-Enterprise-" target="_blank">Enabling customer callback</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested2" id="topic_fpz_hpj_xhb">
<h3 class="title topictitle3" id="ariaid-title15">Setting priority numbers (Professional and Enterprise plans)</h3>
<div class="body">
<p class="p">You can set certain phone numbers to be priority numbers, meaning calls received
at these numbers will be sent to the front of the queue of available agents. For
example, you might want to prioritize calls from actively subscribed customers
over calls from trial users. This helps you:</p>
<ul class="ul" id="topic_fpz_hpj_xhb__ul_zrv_j2s_vhb">
<li class="li">Differentiate service levels for VIP customers</li>
<li class="li">Prioritize urgent or emergency calls</li>
</ul>
<p class="p">For more details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881907994-Managing-Zendesk-Talk-numbers" target="_blank">Managing Zendesk phone numbers</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested2" id="topic_azz_hpj_xhb">
<h3 class="title topictitle3" id="ariaid-title16">Using overflow and after-hours routing (Professional and Enterprise plans)</h3>
<div class="body">
<p class="p">When a call cannot be taken by any agents (for example, if they are offline, or
all decline the call), this is known as an <em class="ph i">overflow</em> call. When a call is
not answered or sent to voicemail, this is a bad experience for the caller.</p>
<p class="p">To give a better experience, consider adding an overflow phone number to each
phone number you added to Zendesk (not including external numbers).</p>
<p class="p">When a call is not answered by an agent, and voicemail is off, the calls will be
sent to the overflow number. This might be the number of an external support
organization, or an on-call agent that you use outside of your normal
business-hours, or during holidays.</p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832017690-Managing-overflow-calls-and-after-hours-routing-Talk-Professional-and-Enterprise-" target="_blank">Managing overflow calls and after-hours
routing</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested2" id="topic_qn2_wyr_vhb">
<h3 class="title topictitle3" id="ariaid-title17">Setting up failover (Professional and Enterprise plans)</h3>
<div class="body">
<div class="p" dir="ltr">Failover eliminates or reduces the impact on customers in the event
service is unavailable. Failover routes calls to a pre-designated number (the
number must not be a Zendesk number). There are many options to configure
failover including:<ul class="ul" id="topic_qn2_wyr_vhb__ul_wgw_1ds_vhb">
<li class="li">
<strong class="ph b">Direct the call to a voicemail box</strong> that transcribes the call and
creates an email. The emails can be forwarded to Zendesk to create a
ticket. </li>
<li class="li">
<strong class="ph b">Direct the call to a Google Voice number</strong> which can:<ul class="ul" id="topic_qn2_wyr_vhb__ul_xqb_cds_vhb">
<li class="li">Direct the call to your voicemail box which can transcribe the
call, email it to Zendesk, and create a ticket.</li>
<li class="li">Forward the call to up to 6 agents desk phones so they can help
customers even when service is unavailable. </li>
</ul>
</li>
<li class="li">
<strong class="ph b">Play a greeting</strong> such as, “We are experiencing technical
difficulties. Please visit our online Help Center for further
assistance.”</li>
</ul>
<ul class="ul" id="topic_qn2_wyr_vhb__ul_xbz_fds_vhb">
<li class="li" dir="ltr">Make sure you choose a failover number that can handle your
call volumes. </li>
<li class="li" dir="ltr">Failover is automatically triggered when our voice provider,
Twilio, is unable to communicate with Zendesk. </li>
<li class="li" dir="ltr">In the event that Twilio itself experiences disruption,
failover will not automatically be triggered. Zendesk can activate this
manually for you though (<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">contact Zendesk Customer
Support</a>). </li>
</ul>
</div>
<p class="p">For more information about configuring failover, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881907994-Managing-Zendesk-Talk-numbers" target="_blank">Managing Zendesk phone numbers</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title18" class="topic nested2" id="topic_sbf_zts_vhb">
<h3 class="title topictitle3" id="ariaid-title18">Blocking numbers</h3>
<div class="body">
<p class="p">When you run a call center, you might need to block unwanted or spam calls. You
can block either a single number, or use conditions to block multiple numbers
simultaneously, saving your agents time.</p>
<p class="p">For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834961050-Blocking-unwanted-callers-Professional-and-Enterprise-" target="_blank">Blocking unwanted callers</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title19" class="topic nested2" id="topic_psw_kts_vhb">
<h3 class="title topictitle3" id="ariaid-title19">Conference calling (Professional and Enterprise)</h3>
<div class="body">
<p class="p">Sometimes, while you are taking a call, it can be useful to consult another
agent. You can put the caller on-hold while you speak to the agent, or transfer
the call to the agent. Additionally, you can also invite the other agent into a
conference call.</p>
<p class="p" dir="ltr">You can include other agents, managers or external parties in ongoing
calls. You can use this to:</p>
<ul class="ul" id="topic_psw_kts_vhb__ul_cwl_ygs_vhb">
<li class="li">Consult experts or managers to help you resolve issues faster</li>
<li class="li">Help customers get help from the right person faster</li>
</ul>
<p class="p">To learn how to use conference calling, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836444442-Adding-an-agent-to-a-conference-call-Talk-Professional-and-Enterprise-" target="_blank">Adding a third-party to a conference
call</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title20" class="topic nested1" id="topic_rtv_nw4_b3b">
<h2 class="title topictitle2" id="ariaid-title20">Next steps</h2>
<div class="body">
<p class="p">This article is one of a best practices series. Click the links below to visit the
other articles:</p>
<ul class="ul" id="topic_rtv_nw4_b3b__ul_xlj_rv4_b3b">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827760410" target="_blank">Best practices to plan for voice
support</a></li>
<li class="li">Best practices for rolling out voice support (this article)</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824050202" target="_blank">Best practices for monitoring and maintaining
voice support</a></li>
</ul>
<p class="p">Also see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823838874-Zendesk-Talk-resources" target="_blank">Resources for voice support</a>.</p>
</div>
</div>
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