Call Routing
Toll Free Call
In the customer service domain, the amount of calls received on a daily base, might be impressive. To avoid getting your agent overwhelmed and by the same bringing unsatisfactory into your client’s heart, the best solution is the Call Routing. Routing a call means the whole process of managing incoming calls from the beginning to the end. This is based on predefined criteria, that include the call queuing and distribution to the appropriate department or representative.
The criteria are based on the customers as well as the call agent: it takes into account the reasons for the call and the availability or the efficiency of the call representative. In other words the call routing is also defined as ACD (automatic call distribution) system. It allows the system manager to direct the call to the appropriate line or extension without being on long hold time.
This is made possible through the IVR system and the information collected from the customer while following the different steps to reach the service provider. It is very important to know the different elements taken into account.
Here are three relevant phases that determine the Call routing
While using the dial pad or the Interactive Voice Response, the caller provides some relevant information such as their name, reasons etc…..
The input generates the next step, the call routing. Based on the collected data, the IVR directs the call to the right queue.
From the pre-established queue, the right agent in charge of the department immediately receives the call.
However beside these three phases there are other parameters to consider. The call routing is such a complex setting that needs a global knowledge of your collaborators and customers, as well as the behavioral aspect. All these elements make a perfect reason to have different Call routing style:
From the pre-established queue, the right agent in charge of the department immediately receives the call.
The routing follows a preset list in the system. In short words, each call in the queue starts from the first agent on the list to the last.
This style allows each agent to receive the calls in turn by turn accordingly.
Routes inbound calls according to agent’s areas of expertise and skill set.
This is perfect for business located in different geographical zone. It routes inbound calls, based on agent schedule and time zone.
Calls are routed according to previously established working relationship between agent and customer, such as clients preferred agent or VIP caller status.
Many businesses have developed different styles to their Call routing system that it will be really difficult to number all the types. No matter the types embraced by your company, the Call routing has abundant gain.
The benefits of routing calls are multiple, it can considerably:
- Reduce the wait time
- Decrease abandonment rate
- Minimize voicemail and missed calls
- Provide 24/7 interaction between customers and your business
- Faster resolution
- Improve customers satisfaction
- Improve employees workflow
- Potentially increase the sales
- Maintain customer’s loyalty toward your company
With Amont IT, one of the great telecommunication companies, you can definitely route your calls according to your business’ needs. Our VoIP system provides you with an exceptional diversity of routing options.
Click here to see all our voip services features or get started now.