What is Call Routing?

Call routing is the process of directing incoming calls to specific agents or departments based on predetermined criteria. This could involve routing calls based on the caller’s needs, the agent’s skills, or even the time of day. The goal is to connect customers with the most qualified representative to address their inquiries or issues, leading to faster resolutions and improved satisfaction.

How Does Call Routing Work?

Call routing can be achieved through various technologies, often integrated into a business’s phone system or customer relationship management (CRM) software. Here’s how it typically works:

• Incoming Call Detection: When a call comes in, the system detects it and gathers information, such as the caller’s number or the options selected through an automated menu (IVR).
• Criteria Assessment: The system assesses predetermined criteria, such as the caller’s needs or preferences, and identifies the appropriate agent or department.
• Call Connection: The call is then routed to the selected representative or department, allowing for efficient handling of the inquiry.
• Follow-up: Some systems may log the interaction for future reference or follow-up, ensuring continuity in customer service.

Types of Call Routing

To provide maximum flexibility for a variety of contact center needs, there are several methods of call routing. Each one offers its own advantages:

• Skill-Based Routing: Calls are directed to agents based on their expertise or skills. This ensures that complex issues are handled by knowledgeable representatives.
• Time-Based Routing: Calls can be routed based on the time of day or availability of agents. For example, after-hours calls can be directed to a voicemail or an on-call representative.
• Geographic Routing: This method directs calls based on the caller’s location, connecting them with local agents who may better understand regional issues.
• IVR (Interactive Voice Response) Routing: Callers navigate through an automated menu to choose their desired options, which helps direct them to the appropriate department or agent.

Benefits of Call Routing

Implementing an effective call routing system offers several advantages. By connecting customers with the right agents quickly, call routing enhances the likelihood of first-call resolution, leading to greater satisfaction. Some additional advantages of automated Call Routing include:

• Increased Efficiency: Call routing minimizes wait times and optimizes agent workload, allowing teams to handle more calls without sacrificing service quality.
• Better Resource Utilization: Directing calls based on availability and skills helps brands maximize human resources and match agents with appropriate callers.
• Enhanced Data Collection: Many call routing systems provide analytics and reporting features, allowing businesses to track call patterns and customer preferences for continuous improvement.

Call Routing Best Practices

Call Routing should be implemented with full transparency to contact center supervisors and employees. Agents who understand how calls are routed to them can help them understand the customer journey and provide better customer service and escalation. To maximize the benefits of call routing, consider the following best practices:

• Define Clear Routing Criteria: Establish specific criteria for routing calls to help customers connect with the right representatives based on their needs.
• Implement IVR Systems Wisely: Use IVR menus to help guide callers but keep them simple. Overly complicated menus can frustrate customers and lead to drop-offs.
• Regularly Update Routing Protocols: As your business evolves, so should your call routing strategies. Regularly assess and adjust routing protocols based on customer feedback and performance data.
• Train Your Agents: Train your agents to handle multiple types of inquiries. This helps improve first-call resolution rates and boosts overall customer satisfaction.
• Monitor Performance: Continuously analyze call routing metrics to identify areas for improvement. Use this data to make informed decisions about adjustments to your routing strategies.

Call routing is a vital component of effective customer service, enabling businesses to connect customers with the right representatives efficiently. Implementing a well-thought-out call routing strategy can improve customer satisfaction, increase efficiency, and make better use of their resources.

Still Have Questions?

Follow the practices above to improve client engagement and watch satisfaction rates soar! And check out our other articles for more advice on specific industries and use cases.