Call Routing

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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.

Call Routing helps thrive your business.

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.

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