Call Routing

Benefits of Call routing

• Manage your business hours

  No business can expect quality customer service without minding their business hours. Informing the customer about your service availability is a great way of leaving a professional and positive impact on the audience. With call routing, you can make an announcement regarding your availability at a particular moment. It assists organizations to deliver an impression that the company cares for its end users.

• Offer great user experience

  A quality call routing strategy efficiently improves the customer experiences. It enables the consumers to quickly reach the service team in case of any trouble. Swift routing helps in developing better customer relations and greatly improves the satisfaction rate. Real-time customer service ensures service quality and helps reduce user frustration.

• Manage Extensive hold hours

  Businesses thrive with the satisfaction of their customers. The satisfaction of loyal customers depends on quick service and timely resolution to their issues. Keeping them wait for long hours can result to call abandonment and consumer irritation.
  With call routing, businesses can encourage the customers to leave a voicemail instead of waiting on hold.

• Uplift your Business

  Effective call routing creates a great difference between losing a sale and closing it. Routing eliminates the revenue losses as there is no call loss and each and every incoming call is routed to an available agent. It greatly utilizes the agent’s efficiency and ensures a 24/7 service availability. This around the clock service and massive revenue growth isn’t possible without a call routing system.

Call routing FAQs

• How does call routing work in VoIP?

  VoIP observes the nature of calls according to a series of standards. Different included standards are area code, time, date, destination, and the medium used to reach the destination. The call management detects and manages the desired destination of your calls by allowing you to establish different rules.
  You can either use call routing based on your business hours, Google ads, or time zones. The configuration depends on your business needs to ensure no call is left unanswered.

• I do have an IVR, do I still need call routing?

  Businesses making use of the IVR (Interactive Voice Response) system are already benefiting from call routing. In such cases, you don’t need more call routing options unless your business requirements evolve.
  You can enhance the capabilities of your auto attendant by setting up multiple auto attendants. This will help the callers to reach the right person at the right instance.
  In case you are requiring call redirecting services due to the COVID-19 regional health restrictions, you can use location-based call routing. This assists the consumers to reach the right person equipped to manage their call.

• Is call routing hard to manage?

  For businesses, the key aspect is not to leave any dead ends for customers. Consumers should be able to access business phone number at any time and from anywhere. For our voice over internet protocol experts, this is quite handy to accomplish. The right combination of VoIP call routing tools can get it done.
  Management of desired call flow and handling of cloud communications through experts is highly recommended. Simply reach out to our support team and we will implement any changes required for your call routing.

• What are the other types of call routing?

  Multiple ways are available for businesses to route their incoming calls. Here is a brief overview of how an automatic call distributor (ACD) can direct your calls.
  1. Circular call routing
  This call routing service works in a round-robin effect. This group routes the phone calls to the agents based on their assigned order.
  2. Regular
  Regular inbound call routing works in a tiered fashion. The routing engine forwards the call to the first agent assigned to the call center.
  3. Uniform
  In uniform call routing the agents with the longest availability receives the upcoming inbound phone call. This is also the most widely used approach of support departments to increase their customer satisfaction.
  4. Simultaneous
  In simultaneous call routing, whenever an inbound phone call is routed to the queue, every call agent’sreceiving line rings up at the same time.
  5. Weighted
  Businesses use this approach to direct more incoming calls to some particular team members. This Routing strategy works by using a percentage.

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