CUSTOMER SERVICE
After-Hours Emergency Call Routing Flowchart
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CASE ANALYSIS
Scenario
A company receives calls outside business hours and uses an IVR to classify and route calls based on urgency, with emergency calls immediately connected to on-call staff.
Key decisions
- Call type classification (emergency, urgent, general, other)
- Routing destination selection
When to reuse this
Use when designing or analyzing after-hours support processes for customer service, IT helpdesks, or facilities management.
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