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Call Routing Explained

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:

  • Time of day (including open and closed hours);
  • Caller ID;
  • Caller selections (by voice or phone keypad) made from an Auto-attendant, also know as a virtual receptionist;
  • Team member skill & availability

Some of the ways a call can be routed are:

  • Round-robin first available, distributed evenly across the team;
  • Uniform, routing the call to the team member that has been available the longest;
  • Simultaneous, all teams members’ phones ring at the same time;
  • Skill or function-based, based upon the reason for the call.

Why Businesses Use Call Routing

It simply delivers the best customer experience, here’s why:

Reduced wait times

Calls can get routed to the first available team member.

Faster resolutions to questions and problems

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.

It improves the performance of your business operations

Increased productivity

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.

routing

Improved Repair and increased first call resolutions

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.

Load-balances your workforce

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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“We have being using Ultatel for a little over a year now. The phone service and system have allowed us to increase our overall productivity by direct calls to the right person up front. Also voice mail message go directly to our email inbox. It save a lot of time when you on on the road. Also, the after hours messaging is more professional. We we need to make changes to our directory or add more phone extension the Customer Service Team is very responsive. I recommend Ultatel all the time.”

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“We have being using Ultatel for a little over a year now. The phone service and system have allowed us to increase our overall productivity by direct calls to the right person up front. Also voice mail message go directly to our email inbox. It save a lot of time when you on on the road. Also, the after hours messaging is more professional. We we need to make changes to our directory or add more phone extension the Customer Service Team is very responsive. I recommend Ultatel all the time.”

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