In the call center and customer service industry, call routing is a critical component of providing an excellent customer experience. According to Forbes, it’s imperative that businesses make all communication channels easy to use and seamless to switch between. Customers don’t want to sit in a call center queue and they don’t want to be routed to a different agent once they do reach a live rep. A good routing strategy is critical for call centers.
The benefits of call routing are vast and include improved customer service, optimized workforce management, and more. In this blog post, we’ll explore what call routing is, how it works, and the many benefits it provides.
What is call routing?
Simply put, call routing is the process of forwarding or transferring calls from one number to another. This can be done for a variety of reasons, such as to connect callers with the right department or representative, or to route calls based on their location.
In most cases, call routing occurs automatically without the caller being aware of it. However, there are also manual call routing options available for businesses that want more control over their call handling process.
How does call routing work?
When it comes to call routing, there are two main umbrellas: inbound and outbound. Inbound call routing refers to the process of managing and directing incoming calls to the correct department or agent. Outbound call routing, on the other hand, is the process of routing calls from agents to customers.
Most call centers use three phases for a call routing system: qualifying, queuing, and distribution. First, a call is routed to an interactive voice response tool (IVR) that determines the purpose of the call. Based on IVR responses, calls are forwarded to a queue list. Once queued, calls are routed to agents based on predetermined criteria.
What are the benefits of call routing?
There are many benefits of call routing for businesses. For starters, it helps improve customer success rates. By directing calls to the correct department or agent, you’re more likely to provide a positive customer experience. Call routing improves first-call resolution because customers get matched with the correct agent right away.
Additionally, call routing helps improve workforce management. A good call routing system maximizes agents’ time while reducing hold times for callers. By routing calls to the appropriate agent, you ensure that your team is working productively and efficiently.
Types of call routing
If you’re looking to set up call routing for your business, there are a few things to keep in mind. First, you’ll need to decide what type of call routing you want to use. There are a variety of call routing methods available. Be sure to define your business needs and search for providers that address those needs.
You’ll also need to determine your call flow. This is the process by which calls are routed from agent to customer. By planning out your call flow in advance, you can ensure a smooth and efficient customer experience.
Contact centers use automatic call distribution (ACD) which allows you to set criteria to queue calls in a way that fits your business.
The two most common types of call routing system criteria use time and location. For example, some companies have a call center on both the East and West Coasts, with evening calls from the East Coast routed to the West Coast call center, which is still open during usual business hours.
In addition to time- and location-based criteria, here are some other common call routing types:
Callers are routed to an agent who is best qualified to respond to a specific customer’s needs. Calls can also be routed to an IVR system that can help callers who don’t need to converse with a live agent.
Callers are always assigned to the first agent on a set lineup. If they aren’t available, the next agent on the list will be given the call.
Calls rotate between agents. Each agent must take a turn before the ACD assigns another call to the first agent. This ensures calls are distributed in an equal fashion among agents.
A select percentage of calls will be routed to a specific agent or team. This ratio has to equal 100%. It’s great for assigning more calls to higher performers.
The ACD assigns a call to the agent with the least customer-facing time or the agent who has been available the longest.
Every live agents’ phone will ring at the same time. Whoever picks up the call first, assists the customer.
Call routing with LiveVox ACD
Provide customers with the self-service experience they expect and improve contact center performance across the board with LiveVox’s contact center platform. We offer a variety of call routing options that help improve your business’s customer success rates.