What is Call Routing?

Call routing is the process of directing phone calls from one point to another. It is a system that manages and routes incoming and outgoing calls to the appropriate destination based on predefined criteria. The purpose of call routing is to ensure that incoming calls are directed to the right person or department, reducing the amount of time customers spend on hold or being transferred between different departments.

Call routing can be configured in various ways, including based on the time of day, location, department, or agent availability. For example, calls could be routed to a specific department during business hours and to an after-hours support team outside of business hours. Additionally, call routing can be set up to prioritize certain types of calls or customers, ensuring that the most critical or high-value calls are answered first.

Call routing is commonly used in call centers, but it can also be implemented by businesses of any size that receive a high volume of phone calls. It helps to streamline communication and improve customer service by ensuring that calls are directed to the most appropriate destination.