When thinking about the most important aspects of a cloud communication system, call routing might not be the first thing you think of. However, when inbound calls aren’t handled well or are handled incorrectly, it can become a much bigger problem.
For a business owner, thinking that a prospect customer, or an upset client could potentially reach a dead-end, a voicemail, or the wrong team member is an absolute nightmare. Fortunately, call routing can tend to incoming calls in the manor that you want them to be. No more losing sleep over the “what if’s” of where your incoming calls will end up.
In this blog post, we will break down how call routing works, and its peak benefits that can positively affect your productivity and performance.
What is Call Routing?
Call routing is a function of cloud phone systems that directs calls based on certain conditions. When a person calls your company, your cloud-based phone system accepts the call and provides an auto-attendant menu. It then automatically transfers the call to your team depending on the caller’s situation.
Some criteria used to determine call routing are:
Time of day – depending on the time they called, they could get an agent, or an after hours menu
Auto attendant selections – numeric input from the caller in response to an auto attendant menu of choices
Agent skill – the call gets directed to members of your team best suited based on intelligent call routing logic
If you think call routing is hard to set up, it’s truly not. It helps to map out what you want to happen on by writing your call web out on a piece of paper, a whiteboard, or just speaking it out loud to a coworker. Get your ideas out into fruition first, and they’ll be much easier to visualize and implement.
Different Ways to Call Route
Skills-Based Call Routing
Some companies employ what’s known as a skills-based routing order, to route callers to the most qualified sales agent available. There are multiple factors that can be used to determine which rep is most qualified. Routing a call based on the agent’s technology, product, or customer service knowledge can help ensure that the caller is getting the answers they want and need on their first call – without having to transfer around and spend time waiting. This creates a positive customer service experience.
Round Robin Routing
One problem that companies face is that customer calls aren’t evenly distributed among sales or service reps. Often certain reps can get bombarded with calls, while other reps are being underutilized. Round robin algorithms work to give each rep an equal share of incoming leads. Round robin routing algorithms are often a function of automatic call distributors. This can be used to ensure a fair and equitable sales environment.
This call routing type is simple: it will make all the assigned users’ phones ring at the same time. Routing calls this way is ideal when speed is essential to your business. Whoever is available to answer the call first, will take the call.
Benefits of Call Routing
Call routing isn’t just simple call center technology, it’s a truly valuable feature for companies of all sizes and of all industries. Small businesses, solo entrepreneurs, enterprises with thousands of customers, and support and sales teams all benefit from routing calls effectively to its workforce.
Top Benefits of Call Routing
– Improves the customer’s experience by directing inbound calls to the best/most suitable person
– Reduces the caller’s time on hold
– Limits phone calls from coming in outside of business hours
– Forwards calls to an available party when you’re unavailable.
Call routing increases immediate customer satisfaction and increases revenue-generation activities. Instead of calls ending up in a voicemail, they are answered by the right people at the right time.