What is call routing? Who should use it?

When it comes to providing customer service over the phone, you’re still stuck in queues and endlessly passed between agents Most common complaints. What problem can call routing solve for you and your customers?

Intelligent routing provides a system that allows callers to receive fast, efficient attention when they contact you. Learn how the service works and where to get it.

Key takeaways:

• Call routing allows customers to quickly find the right agent for faster resolution and better service.
• Advanced call routing is a standard feature of top cloud contact center software.
• Businesses of all sizes can benefit from call routing, even small ones with just a few employees.
• Look for contact centers equipped with BroadCast Unitedligent software that provides skills-based, prioritized call routing.

What is call routing?

Call routing is the method used by businesses to automatically forward incoming voice calls to contact center agents. Other names for this system are:

Where a human once answered the phone and connected callers to a specific switch, automated programs now handle the task around the clock and in multiple languages.

Even better, modern ACD systems do more than dial all open lines or forward callers based on a single static list. Now you can set up rules in your software to manage inbound call flow and transfer individuals to the appropriate person on first contact with the minimum number of transfers.

How does call routing work?

The process starts with someone calling your customer service line. Automatic call routing answers calls quickly and delivers a friendly welcome message.

The virtual attendant can then let the caller know the next agent will answer when available. Music of your choice plays and messages can be shared.

This setting is ideal if the caller dials a number that clearly indicates the reason for contacting you.For example, you might have a Specific business number Technical support for handling users on a specific product line or in a specific location. You can program the system to ring only the group of agents handling those customers.

On the other hand, you can allow callers to guide themselves through your phone system by using keypad input or a menu of menus. Enhanced interactive voice response. This way, people can choose which department or individual to talk to. Callers can also access self-service options for account management, billing and confidential information.

Who needs call routing?

Anyone who regularly receives incoming customer support or service voice calls should have automatic call distribution. Top companies use call routing to provide efficient customer service, so you should invest in it too to stay competitive.

Even if you only have a small staff, a virtual receptionist or call routing service is ideal. Customers still prefer having tough issues resolved over the phone, and your customers can easily become frustrated if they have to wait a long time for someone to answer their call.

Call routing helps customers feel heard when there are no live agents. The system can work in conjunction with other systems Software integration Register the interaction and let the caller know someone will call back as soon as possible.

Other benefits include:

• Faster first contact resolution and shorter wait times keep customers happy
• Dedicated staff They spend less time on basic tasks dealing with upset customers
• Lower operating costs due to more efficient services

Clearly, call routing is an important benefit for any smart contact center, including Intermedia’s.

What are the main features of call routing?

Make sure your cloud contact center has the following features to experience the true power of call routing:

• Round robin distribution: Distribute calls evenly to agents to help them avoid burnout, rather than dialing the switch in the same order every time.
• Set routing time: Reduce caller wait times by defining how many seconds the switch will ring until the system routes the caller to a different agent.
• Priority-based routing: Assign calls to agents based on priority (for example, moving VIP customers or people with serious issues to a higher queue).
• Skills-based routing: Match callers to qualified agents by specific query or topic on first contact to avoid passing customers between agents.
• Maximum queue time: If no agent is available, send the caller back to the IVR to select another option, such as requesting a convenient callback or handling the query on a different communication channel.

In addition to these features, Find IVR Easy to set up and modify to suit your routing needs.

Given your company’s setup, how do you determine which call routing is appropriate for your company?Smart contact center software offers Admin Dashboard Show your team’s performance and call volume with analytics. With this data, you can choose the right route type for every moment of the day.

Are you ready to see what call routing can do for your business?

If you want to learn how call routing can enhance your contact center, Communicate with Intermedia. We’ll show you which cloud contact center service with BroadCast Unitedligent routing is right for you.