Also known as automatic call distribution (ACD), advanced call routing refers to the system that allows you to create call handling rules that send callers to different call queues, departments, or agents based on the criteria that you select.Advanced call routing ensures that each caller is routed to the correct queue or department the first time that they call in, and cuts down on things that negatively impact your customer service levels, such as multiple transfers, long wait times, and more.
Types of Advanced Call Routing
Time of Day Routing
One of the most common advanced call routing techniques is time of day routing, which allows you to send calls to different numbers or locations based on the time of day that the call is received. For example, you may choose to create a time of day routing rule that sends all calls to your main office phone number from 8 AM to 5 PM. Then, you may have another rule that sends incoming calls to an outsourced support service that handles your calls outside of normal business hours. This ensures that your business never misses a customer call.
Percentage-based call routing allows you to deliver calls to different departments, locations, or phone numbers based on the volume of calls that you receive. If you have a US-based call center with 70 agents, and a call center in Canada with 30 agents, you can use percentage-based routing to deliver 70% of incoming calls to your US-based location and 30% of your calls to your Canada-based call center. Percentage-based ensures that incoming calls are distributed evenly, and that no one location receives more calls than they can handle. This translates to shorter wait times for your customers, and better customer satisfaction levels for your business.
Geographic Call Routing
Geographic call routing enables you to deliver calls from different geographic locations to specific departments or locations. This is particularly useful for businesses that serve multiple demographics with distinct language preferences.For example, if you have a Spanish-speaking customer base in Costa Rica, Mexico, and Chile, you can use geographic call routing to ensure that all calls originating from these areas are routed directly to your Spanish-speaking agents. Similarly, calls from your English-speaking customer base in the United States and Canada can be routed to your English-speaking agents.This enables your business to provide specialised customer service to your customers based on language or region, and increase overall customer service levels.
VIP Call Routing
VIP call routing provides your business with a way to provide premium service to your top customers and accounts. Unlike other call routing techniques, VIP call routing allows you to add phone numbers of VIP customers directly to a specific list; so, it doesn’t affect your existing call flow configuration.It’s simple: simply add the phone numbers of your top accounts to the VIP call routing list, and choose which agent or queue to which you wish these calls to be routed. Your VIP customers don’t have to wait in the call queue, and you can ensure that they are routed to agents who are familiar with their account.