The 2020 lockdowns revealed several gaps in the contact centre resiliency that multiple organisations are trying to plug. However, bridging this gap and offering the customers a better service is not a piece of cake.
There are plenty of call-routing strategies available out there, but not all of them are effective. So, it is essential to choose the tried and tested strategies that work for your business.
Call routing has a plethora of benefits, and I’ll talk about a few of them in this post. Read on to know more about call routing, its benefits, and the six strategies you can’t miss.
What is Call Routing? What are the Benefits?
Call routing, also known as interaction or contact routing, is the process of distribution of outbound and inbound customer interactions to the representatives or agents. Call routing is not just limited to voice, but it even includes SMS, chat, e-mail, and social media.
However, I’ll only discuss the call strategies in this post, as that falls under my area of expertise. Let’s have a look at some solid benefits of call routing.
Reduced Wait Time
Customers hate waiting for a long time to talk to a human and get a resolution for their query, and this is the biggest benefit of call routing. Routing reduces the waiting time, as the calls get routed to another rep that’s available at the moment.
The life of call agents is not that easy, as sometimes they have to attend more than 100 calls a day, and handling irate customers is a task. Call routing is helpful in balancing the workload among all call agents.
Prioritises VIP Clients
Clients that have paid extra for a service or have opted for some special packages will get great benefits from call routing. Their calls will be transferred to a specific department, where there is no waiting period, and they get quick resolutions.
Helps in Increasing Sales Revenue
The sales revenue directly depends on how many customers you assist and address their concerns. Call routing is very helpful in increasing the sales revenue, as a business can attend more customer calls while enjoying quick call forwarding with less wait time.
And there are plenty of benefits of call routing, including:
- Faster resolution
- 24/7 communication
- Decreased call abandonment rate
- Multiple menu options and custom greetings
- Fewer missed calls and voicemails
Top 6 Call Routing Strategies That’ll Benefit Your Business
Identifying a call-routing strategy that works for your business is a challenge. However, the six strategies that I’ve listed here tend to work for most businesses. So, use them with the call-routing, and test how they are helpful for your organisation.
- Skill-based Routing
Skill-based call routing helps a business utilise its resources efficiently. Also, it helps the customers directly get in touch with the experts so they can get quick resolutions.
Furthermore, it is helpful in improving the customer’s experience by matching the highest-skilled reps to the caller.
- Intelligent Call Routing
Call routing becomes even more effective when a business knows who is calling and what are the concerns of the caller. A simple speech-enabled IVR at the front-end helps direct the call to a specific department that specialises in resolving the particular issues.
Moreover, it makes things easier for the customers, as they can disclose most of the information to the IVR system, so the agents already know half of the issue the caller is experiencing, which, in return, cuts down the resolution time into half.
- Direct Routing
Direct routing is the most basic call routing technique, but it is helpful, and that’s the reason why I added it to this list. The direct routing technique cuts the waiting time and connects the call to the available agents.
In a nutshell, the call always gets connected to a person if the other line goes busy.
- Value-based Routing
The combination of CRM-style information and customer ID opens up new opportunities for value-based call routing. This strategy goes beyond the quality and cost to introduce a revenue-based element.
Also, a value-based routing strategy helps business organisations understand the potential customer needs better and convert them into clients.
- Dynamic and Service Level Routing
Selecting based on the skills does not guarantee customer satisfaction, but when dynamic and service level routing is used, a business organisation can make their clients happier.
The dynamic level call routing helps identify the right level to escalate the call, so the customer can directly speak to the right person by skipping other levels, which saves a lot of time.
- Least Occupancy Routing
An Automatic Call Distributor or ACD transforms the “basic call routing strategy” into something more sophisticated. The least occupancy routing works by routing the calls to the least occupied agents, which distributes the workload, and reduces the wait time.
It is essential to use these six call routing strategies to ensure your business attends to more customers and addresses their concerns. Also, it is essential to get in touch with a reliable telco like Simple Telecom that helps your business track and route calls to reward the customers with a better experience.
We can even provide you 1800/ 1300 number activation assistance and call tracking services that contribute a lot to the customer experience. Click on the Contact Us button to know more about call routing and how we can help your business.