Call center operations are always on the roll to improve customer experience, call routing plays an essential role in call centers and therefore it needs constant work. It speeds up phone-based customer support by connecting callers to agents with knowledge of the business and products.
In this article, by Contaque, a leading call center software solutions company, we define call routing, explain how it benefits call centers, and talk about the best practices for successful call routing.
What is Call Routing?
Call routing is the process of directing incoming calls to a suitable agent, department, or dedicated resource based on some fixed criteria. Whether it is routing calls based on time of day, or the caller’s geographic location (i.e., choose the caller’s geographic location), call routing plays an important role in managing customer service operations.
Focus on making sure that 83% of calls are handled based on the caller’s input, and with that, your business can improve response times and deliver a personalized customer experience. This kind of intelligent call routing minimizes wait times and reduces the chances of transferring calls multiple times, which can frustrate the customers.
Benefits of Effective Call Routing
A smooth-running call routing system comes with a list of benefits, let’s note them one by one.
- Upgraded Customer Experience: When callers are directed to the appropriate department then customers’ queries get addressed giving them a smooth experience.
- Higher Operational Efficiency: A proper distribution of calls helps in balancing the workload among agents, which reduces idle time and prevents work overload.
- Shorter Wait Times: Time-based routing methods make sure that the calls are answered quickly during business hours.
- Higher First-Call Resolution Rates: Whenever the calls are routed to an appropriate and skilled agent who will handle the call best, most issues can be resolved during the initial call, this comes under skill-based routing and increases overall customer satisfaction.
- Data-Driven Decisions: Most of the latest call routing systems give some helpful analytics that can help businesses understand call patterns and optimize staffing and training needs.
Types of Call Routing
Call routing is not a one-size-fits-all solution. There are several types of call routing methods designed to meet different business needs. Some of the most common types include:
1. Skill-Based Routing
Under the Skill-based routing method, the calls get directed to the agent who will be most suitable to handle a particular question based on their skill set. For example, a caller asking about technical support would be routed to an agent with technical expertise. This type of routing matches the customer’s needs with the right agent, promising that each inquiry is handled well.
2. Time-Based Routing
Under the time-based routing method, calls get directed based on the time of day or day of the week. This method helps businesses that operate across different time zones or have different call volumes during business hours. With the help of time-based routing, companies make sure that calls received during off-peak hours are either handled by dedicated after-hours teams or redirected to voicemail or to an alternative.
3. Geographic Routing
Call routing systems often have the ability to choose the caller’s geographical location to direct the call to a suitable person. This is useful for businesses that either have regional offices or offer location-specific services. By finding the caller’s area, the system can route calls to the nearest office.
4. Interactive Voice Response (IVR) Systems
Interactive voice response IVR systems have become an essential part of modern call routing. These systems have an automated IVR script that users can interact with before being routed to an agent. With the use of voice recognition or keypad inputs, IVR can identify the purpose of a call and choose the best routing method.
5. Intelligent Call Routing
Intelligent call routing systems combine different types of elements to give the best routing solution. They can choose from options like real-time analytics, caller history, and even external data sources to rule out the best way to route a call. This approach can include elements of skill-based routing and time-based routing, and smartly route the call to the right agent.
How Does Call Routing Work?
Let us find out how these call systems work with a step-by-step list –
- Call Initiation: When a customer calls, the system gets information like the caller’s phone numbers, the time of day, and other inputs coming via the IVR.
- Data Analysis: The system uses this data to find the caller’s needs.
- Routing Decision: Based on strict rules and some fixed algorithms, the system decides the best call routing method.
- Call Assignment: The call is then directed to the most suited agent or department. For this, the agent’s skill set and availability during the time of day are checked.
- Feedback Loop: Modern systems require feedback mechanisms to track the summary of the call, which helps in improving future routing decisions.
Implementing an Effective Call Routing System
Businesses that are trying to improve their customer service operations need to be implementing an effective call-routing system. It comes with more benefits than the eye can meet. Here are some important points to keep in mind:
1. Find Your Business Needs
Before selecting a call routing solution, it is important to find out your specific needs. Note the volume of calls, the difficulty level of customer inquiries, and the current skills of your team. Thorough knowledge of these factors will help you choose the best system.
2. Integration with Existing Systems
A productive call routing system should smoothly integrate with your existing customer relationship management (CRM) software and telephony infrastructure in the office. This smooth integration allows data sharing which improves routing decisions and gives a list of valuable insights into customer interactions.
3. Use IVR and Analytics
Interactive voice response IVR systems route the calls by gathering initial customer data. After using advanced analytics, IVR can help businesses understand call patterns and the most common questions and needs. This data helps in optimizing routing rules and improving overall performance.
4. Training of agents
Most call systems fail due to the lack of well-trained agents. Make sure that your team is knowledgeable about the products and services. This training helps agents manage calls more productively
5. Regularly Update Your Routing Rules
Customer needs are ever-changing so it’s important to regularly review and update your call routing methods to reflect upon these changes. Keep updating with new skill sets and adjust according to business needs, keeping your system updated will make sure it gives the best performance.
6. Track Performance
The use of data analytics and feedback tools helps in measuring key performance indicators (KPIs) such as average call handling time, first-call resolution rates, and customer experience scores. Keep an eye on these data points to find areas for improvement.
Get Smart Call Routing with Contaque
For businesses looking to streamline their customer support, implementing an efficient call routing system is essential. Instead of dealing with missed calls or long wait times, companies can ensure that every customer connects to the right agent quickly.
If setting up physical infrastructure seems challenging, a cloud-based IVR with smart call routing is a seamless solution. With Contaque a leading IVR solution provider, businesses can optimize call management without heavy investments, ensuring smooth operations and improved customer experience.
Conclusion
Call routing is the primary step in providing the best customer service. With a thorough understanding of customer needs and a team of expert call agents a call center can thrive and provide smooth solutions to users’ problems.
Every business is unique so run a deep analysis of your services and use these strategies to make a system that keeps the customers happy. Keep in mind that a satisfied customer is the best business strategy of all. Make every customer interaction smooth and hassle-free with Contaque AI-powered call routing solutions. Contact us today to find the perfect fit for your call center.
