Call Routing

Calls are sent to specific queues based on a number of reasons. Call volume, language preference of the caller, specific department requested, time of day, and so many other factors can influence which queue a call is routed to.

Call routing helps optimise human resource costs by using each agent in the most efficient way possible. Routing ensures that calls are routed to agents who are available and are best equipped to address the caller’s concern. This saves time and eliminates costs associated with lost calls.

Value based routing, sometimes referred to as smart routing, involves assigning customers to queues or agents based on the perceived value of the customers. Attributes such as actions taken on previous visits, age, income, and more, can affect their perceived value. VIP customers will be routed to agents before general callers.

Automatic call Distribution Systems are used by contact centers for many reasons. They help deal with high call traffic by ensuring the call is routed correctly the first time instead of being shuffled between agents. Additionally, ACD systems can use IVR (interactive voice response) to offer certain automated answers for customers even outside working hours, rather than making them wait to call back on the next working day.

Call routing using ACD systems is needed when there are considerably more inbound calls than staff available to answer them. Additionally, if an organization has multiple call center departments or divisions, then too, the use of an ACD system will help customers as they won’t need to fish for the number of the specific department they want to call, and can just be routed to it instead.