Call Center Routing Can Benefit Your Business
Call routing is an essential aspect of any call center. Not to mention, this practice generally helps make your agents more productive and your customers happier.
Most modern call center software has call routing integrated into its service, although you may be limited by available options.
Learn about call center routing and the most common types of call routing, along with how using the right call center software can make call life easier and benefit your business.
What is Call Center Routing?
Call center routing is also referred to as automatic call distribution (ACD), which refers to a tool that can automatically route calls to agents, based on certain, already-established criteria. The overarching goal of call routing is to improve customer satisfaction and make your agents more efficient.
Today, call routing is typically part of most call center software. However, the types of routing available to you will depend upon your service provider. There are multiple call routing strategies you can take. Here are some of the most common:
Skills-based Call Routing
If your company offers a series of different products or services, then you might consider hiring a number of customer support specialists. These agents are more qualified to answer specific types of calls and customer questions. This can either be done with automated tracking, or the caller can answer a series of questions, which will then route the call to the most qualified rep.
Time-based Call Routing
If you offer 24-hour customer service, then time-based call routing will help ensure customers can always access an agent. This is especially helpful for companies that have offices in different time zones. For example, if a customer calls after office hours, then their call will be routed to an open office or a 24-hour outsourced call center.
Equal-share Call Routing
If you want to equally distribute call volume across your call center, then you might want to opt for equal-share call routing. This type of routing will not only ensure your agents receive an equal volume of calls, but it can also be helpful in reducing caller wait times across the board.
3 Benefits of a Call Routing System
Call routing is a central aspect of a call center system. Without call routing, customers will no doubt experience long wait times, end up speaking to an unqualified agent or be unable to reach a support representative altogether. With a call routing system in place, however, you can free up employee time and help improve your levels of customer service.
1. Increase Agent Productivity
Productive call center agents will help ensure your call center is running at maximum efficiency. Moreover, call center routing will ensure your agents have a steady stream of calls that best align with their skillset. Plus, with integrated caller data, your agents will have an overarching view of your customer before they even pick up the phone.
2. Reduce Overall Costs
By being able to route your calls to the most qualified agent, you will help to lower your per-call call center costs. With the right agents speaking to your customers at all times, they’ll be able to resolve problems quickly and avoid having to transfer calls to other agents or team members.
3. Improve Customer Satisfaction
By routing callers to the most qualified agents, you will help your customers ask questions and resolve issues more efficiently. This will also help to improve your first call resolution rates.
Additionally, call routing can lead to decreased wait times, which makes customers happier. You might even be able to implement agent call back, which can do away with air times altogether.
How Call Center Software and Call Routing Work Together
The right call center software will have call routing bundled into the service. Beyond traditional call routing, the right call center software will include customer data and caller history. This will help give your agents a better picture of your customers so they can more effectively resolve their issues.
You might also choose your call center software provider based upon the types of routing they employ. Beyond the standard types of call routing, you can also find data-driven routing, cascading calls, location-based routing and least occupied agent routing.
Plus, with effective call center routing strategies in place, you'll improve your call center's ability to serve your customers. Most businesses will employ (or at least test) multiple methods of routing until they find the solution that aligns with their customer service standards.
Call centers rely on technology to empower them to be as productive as possible. With 8x8's Virtual Contact Center, you get world-class technology and everything your call center needs in one place. Call 1-866-879-8647 or fill out our online form to request a no-obligation quote from an 8x8 product specialist.