A Complete Guide to Call Routing
- 1. A Complete Guide to Call Routing
- 2. Introduction to Call Routing Call Routing is a cloud telephony feature that directs calls to specific agents based on pre-decided criteria With strategic call routing in place, customers are directed to a quick query resolution
- 4. Agent's availability to take the call The Pre-decided criteria include Requested department by the caller Time slots Preferred language
- 5. Business hour: Schedules are set for each agent, and they receive calls when they are available Approaches for routing a call Location-Based: Based on the caller's location, calls are directed to the right agent or department Holiday: Navigates the call to the reception, or a pre-recorded message is played during a holiday to keep the customers informed of the working hours
- 6. Features that make Call Routing eminent for your organisation Track Call Origin: Keeps tabs on call sources and prepares reports accordingly Call Recording: Records all calls as an audio file
- 7. Interactive Voice Response: These are the automatic responses that induce a customer to provide required information that would help in routing a call Whisper Message: A custom message is played before the caller is connected to the agent
- 8. Types of Call Routing Strategies 1- Round Robin Every agent is allotted an equal number of calls in a sequence. Incoming call gets diverted to the next available agent. Callers Agents 1) 2) 3)
- 9. 2- Parallel Ringing All available agents get the call, and the first one who picks the call, answers the customer’s queries Caller
- 10. 3- Order by Every Inbound call follows a predetermined specific order of the agents
- 11. 4- Skill-based The system diverts the call to the agents whose skills are most suitable to handle it. Agents are generally categorised on the basis of various skills like language knowledge, expertise etc
- 12. 5- Most Idle Incoming calls are directed to the agent who is least occupied. This divides the workload equally among all agents
- 13. 6- Geography-based In this feature, the system identifies the location of the caller and then directs the call to the specified agent for that location
- 14. 7- Multimedia This feature is generally used for outbound calling purposes. Customers send their queries via a different medium, whose reply can be done on a call by the most suitable agent
- 15. 8- Value-based Routing of calls to an agent is done on the basis of the customer’s value which can be his previous ratings, nature, gender, age, and much more
- 16. 9- Department-based This feature direct calls to the department requested by the agent through IVR
- 17. 10- Data Directed Call Routing is done by the system on the basis of available data of the customer
- 18. Every Call Routing type has some advantages and disadvantages. You can choose one depending on your business needs
- 19. Whenever we call a service centre, we first interact with a computer voice. It asks us to press specific numbers based on our preferences, like Press1 for queries and Press 2 for recent updates. By keying in numbers, we choose our preferences, and the call is directed to the right agent. Let’s understand call routing better with an example!
- 20. 1 3 Call Routing Here, the question arises. Who Navigated the call to the right person or department? The answer is a Call Routing System The Call Routing System was at work from the initial phase
- 21. How Call Routing benefits your company 1- Good customer relationships Enhance customers’ experience by routing the call to the best person.
- 22. One can choose a call routing technique that distributes the call equally among all agents. 2- Equal distribution of workload
- 23. 3- Higher productivity Call routing saves time and effort connecting the caller to the right agent
- 24. 2- Query resolution Callers can get a solution to their query as the right agent handles it How Call Routing help the customers 1- Less waiting period Customers don’t have to wait long for the right agent to answer
- 25. Tips for creating a sound Call Routing system: Conduct a comprehensive market research Select call routing strategy wisely Pre-decided criteria should be specific and easy to understand
- 26. Acefone is a leading provider of Call Routing service as a part of its Contact Centre Solutions Add exclusive Call Routing features to your Company
- 27. To know more visit: https://www.acefone.com/uk/ or you can call us at 0800-084-3663 Acefone can help intelligently route calls, monitor customer sentiments, improve self- service choices, and more. Contact Acefone today to learn more about how Call Routing helps you scale up your business About Acefone Acefone delivers cloud-based communication services such as hosted phone system, free phone numbers, and contact centre solutions.
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- 29. References All You Need To Know About Call Routing