Call routing is a call management feature in VoIP phone systems and call center software that automatically distributes incoming calls according to rules that you’ve set based on your teams’ location, functional area, individual skill set, capacity and availability.
Call routing helps get your caller where they need to go quickly and efficiently.
A cloud phone or cloud call center system can route calls a variety of ways. When a person calls your company, your cloud-based phone system accepts the call, provides an auto-attendant menu, and transfers the call to the right person on your team.
Some of the rules that can be used are:
Some of the ways a call can be routed are:
Calls can get routed to the first available team member.
The faster calls are assigned, the faster agents can assist customers and resolve issues. When used with skill-based routing, the chances for first call resolution increases further. That is because it directs calls to agents with the relevant skills to the customer’s concern. For example, a customer may press 2 to speak to an agent in Spanish, or in a subsequent menu, select 3 for questions about billing.
Automated call routing allows your agents to focus on assisting customers, resulting in higher productivity levels. Time-consuming and frustrating call transfers can be avoided.
With skills-based distribution, your agents will be assigned to issues that require skills they already possess. This will help them resolve tickets faster and more accurately.
You can choose a call routing strategy that distributes calls evenly between your agents, making the workload more balanced and ensuring the optimal use of your team members.
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