A phone tree is a hierarchical diagram that guides incoming callers through a series of menu options, directing them to their desired agent or department. Businesses use it in automated phone systems to handle customer inquiries efficiently based on the caller’s selections. In this article, we designed phone tree templates for various scenarios to help optimize your business’ call management system.
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1. Basic Phone Tree Template
This all-purpose phone tree example is a foundational tool for managing incoming calls, where callers reach the appropriate destination with minimal effort.
For every branch, you can add submenus to further refine the call flow. However, make sure to keep the menu items to less than five so users can navigate easily and avoid frustration. Like the other templates, it’s easy to use, and you can start with this blank phone tree template.
If you’re seeking a user-friendly call flow editor for your basic phone tree, RingCentral is a good choice. This industry-leading voice-over-internet-protocol (VoIP) provider for small businesses combines phone, video, and chat in one intuitive platform.
It guarantees excellent value for money as the base plan offers all the call management capabilities you need for only $30 per user monthly. Its multilevel auto-attendant lets you add up to 250 voice menus and submenus per account.
Create multiple levels of auto-attendant menus with RingCentral. (Source: RingCentral)
2. General Sales Phone Tree Template
Setting up a phone tree requires a structured approach to handling sales-related inquiries. This free editable phone tree template is designed to funnel potential customers to sales agents and pass information to sales.
You can modify the template by adding common sales prompts, such as product updates, discounts, promotions, and newsletter signups. Your goal is to ensure that your sales process is efficient and responsive, allowing you to close deals successfully.
Creating a sales phone tree is much easier with a VoIP platform designed for efficient handling of customer engagement. Nextiva is a customer experience management platform equipped with advanced interactive voice response (IVR) and phone tree features.
Mapping out and creating an auto attendant process with Nextiva is straightforward, with built-in custom call flows powered by speech recognition technology and text-to-speech.
Easily manage call flows using NextOS. (Source: Nextiva)
3. Assertive Sales Phone Tree Template
Our next phone tree example is similar to a sales phone tree but uses a more assertive approach to handling incoming sales calls. It forgoes much of the typical menu system options as callers are initially given the choice to be directed to a sales team member.
Our fillable phone tree template begins with a marketing message after the main greeting. From there, the auto-attendant provides the caller with sales-related options and guides them through their buying journey.
4. Self-service Phone Tree Template
Incorporating an IVR into your phone system allows customers to access information, complete tasks, or resolve their concerns without speaking with a live agent. IVR systems free agents from handling manual and repetitive inquiries, giving them more time to focus on complex and high-value interactions. Here’s a free editable phone tree template that funnels callers to their automated options.
Grasshopper is a VoIP phone system that welcomes incoming callers with a self-service phone tree, allowing them to direct themselves to their desired extension.
Monthly pricing starts at $18 per user, while upgrading to higher tiers supports unlimited users for a fixed monthly fee. The platform partners with Ruby Receptionists, which offers professional phone operators to answer your calls.
Configure how you want Grasshopper phone numbers to handle incoming calls. (Source: YouTube)
5. Customer Support Phone Tree Template
A customer support call flow template is designed to route callers to the team most equipped to address their specific inquiries. This type of phone tree is critical for businesses where the majority of inbound calls are from customers seeking help with a product or service. A well-executed customer support phone tree improves contact resolution rates and contributes to a more positive customer experience.
Below, we created a free phone tree template that ensures a clear path to your customer-facing teams. In the example below, we prioritized technical support to handle callers whose issues are more urgent.
6. Nonprofit Phone Tree Template
This template varies significantly from the other phone tree templates because nonprofits’ needs differ from those of a typical business. They often struggle with limited staff, leaving team members wearing multiple hats. This template addresses general inquiries upfront, reducing the need for live agents. This may also detail an organization’s campaign or collect donations.
If you’re fundraising or seeking action from the caller, prioritize the option to donate or become a volunteer. For the benefit of potential donors, provide quick information about your nonprofit services, such as aid or development programs.
7. Multiple-location Phone Tree Template
A multiple-location template is an upgraded version of the basic template. Not every business has a central office, and this phone tree example is designed to send calls to various departments spread across multiple physical locations. In most situations, it helps the caller reach the most relevant office branch geographically nearest to them.
Let’s say a customer based in Newark, New Jersey, calls your business to request a service representative visit their home. As a result, the menu system should ascertain their location as early as possible to better direct the call to their nearest office.
8. Emergency Phone Tree Template
Unlike other templates, an emergency phone tree template is an incident management tool for outgoing calls. It follows a top-down flow where the information is passed from the initiator to all the relevant parties, guiding each individual on who to contact next.
Use our free printable phone tree template below when relaying critical information across the company, such as schedule adjustments, security breaches, safety measures, or emergency closures.
When filling out the diagram, start with authorized personnel and then form a small group consisting of team leaders or department heads. Each person is responsible for contacting the next subset.
Best Practices for Phone Trees
Having a phone tree system enhances the customer experience by allowing callers to resolve their inquiries without waiting for an available live representative. To implement one, a phone tree requires careful planning and clear communication among the people involved. Follow our tips for creating a well-crafted phone tree for your business.
- Prioritize customer needs: Approach the call flow with the customer’s perspective by focusing on the common issues they encounter and the options they most frequently select. Place these options at the forefront of the menu, so they’re easily accessible.
- Maintain logical progression: Arrange your menu options to guide callers directly to the relevant action they want to take. If there’s an option for support, the submenus should focus on common concerns like troubleshooting, billing issues, or returns. For consistency, assign the same number or button to return to the main menu.
- Keep it simple: Avoid using jargon or lengthy statements that confuse the caller and use familiar, straightforward language instead. Each section should, at most, be no more than four to five seconds.
- Make the options inclusive: Allow for spoken and keypad options for those with accents or difficulty with verbal communication. Offering more than one language minimizes communication barriers and builds customer loyalty.
Frequently Asked Questions (FAQs)
Phone trees exist to help businesses manage large call volumes and ensure incoming calls are handled correctly without additional staffing. They are a useful tool in planning incoming call-routing strategies, allowing callers to get the information they need more quickly.
A phone tree functions as a structured diagram within automated phone systems, routing callers to the correct department or extension based on their needs. It is also valuable for providing general business information, such as store hours and promotions.
Setting up a phone tree starts with mapping out different menu options callers typically select when contacting your business. Create submenus for more specific options. After completing the diagram, start recording prompts for each path. Make sure to test your phone tree within your auto-attendant before deployment.
Bottom Line
Creating a phone tree for your business ensures your automated phone system is optimized for specific caller needs and provides a streamlined inbound customer journey. While the standard variation should work for most companies, you can download our editable templates to customize your phone tree.
If you’re looking for a service that provides an efficient way to set up a phone tree, Grasshopper is an excellent option to consider. As one of the top virtual phone systems on the market, it offers affordable plans for unlimited users and allows a quick setup of your call-routing strategy. Sign up for its seven-day free trial to get to know the system.
