Call routing is an efficient way to handle incoming calls and enhance customer interactions. It is useful for cutting down on unnecessary costs associated with a call centre and providing customers with prompt service.
Call routing defines how calls are distributed to available and experienced agents by the Automatic Call Distribution(ACD) technology of a call centre.
However, it is not uncommon for a call centre to get baffled since there are multitudes of routing techniques and approaches available in the market. Determining the most effective strategy for your business requires a clear objective of the needed service and technical knowledge simultaneously. The right selection can only be made by analysing the intricacy of your contact operation. This blog lists and expounds the top 7 best call routing strategies to help your business excel at customer interactions.
1. Direct Routing
This typical call routing strategy is suitable for those call centres that are still establishing and laying their foundation. Direct routing is the most appropriate standard model for businesses who adhere to a basic approach towards customer service.
In this routing strategy, customers dial a number for a particular service, and they are directly connected to the right department. The call is usually connected to the first person on the list, and if they’re occupied, it goes on to the next person. However, if there is no agent available to answer the query, customers have to wait. Thus, direct routing is associated with long queue times. With this conventional method of routing, businesses can provide a defined group of customers with better services.
2. Time-based Routing
Also referred to as a follow-the-sun model, the time-based routing strategy can be extremely favourable for large-scale global operations. In this strategy, the system analyses the length of the wait times and directs the calls to different destinations accordingly. It can help eliminate the expenses associated with night shift loading by routing calls to various call centres around the world.
For example, if customers try to get in touch with an organisation after office hours when there is no agent available to acknowledge the caller’s query, the call can be forwarded to another branch of the office which is still open. With the help of time-based routing, calls can be forwarded to different office locations considering the time. All incoming calls after office hours can be sent to voice mail as well. Along with that, it is very much possible to establish an IVR based on time.
One of the major advantages of time-based routing is that it makes an enterprise capable of handling calls automatically. Last but not least, it enhances the overall productivity of a business and gives a significant boost to client satisfaction concomitantly.
3. Skill-based Routing
Skill-based routing indeed is one of the most effective routing strategies. It consists of a procedure that identifies the purpose of the call and directs it to a most skilful agent. Caller ID, Speech Recognition, IVR etcetera can be utilised for identification of the call. The evident advantage of skill-based routing strategy is that it helps ensure that resources are used efficaciously and also eliminates long wait times.
Customer experience can be improved by connecting the caller to the most experienced and skilled experts. Hence, experts who possess dedicated knowledge of the issue should be appointed for similar responsibilities. For example, an international caller should be routed to an advisor who has a strong command over the customers first language and can speak adeptly. Additionally, the skill-based routing strategy can give businesses an apparent edge over their competitors.
4. Value-based Routing
The ACD can easily figure out the value and importance of a customer by making use of a combination of CTI and CLI. The determined information can be utilised to route the customer to the most appropriately skilled agent. This amalgamation of the customer ID with CRM-style information provides ample opportunities for value-based routing. In addition to that, a revenue-based equation is introduced by this remarkable routing strategy. A value-based routing system recognises the intentions of the customers and ensures that they remain with their existing provider.
5. Database Integration Routing
Customer interactions are not confined to just phone calls. Database integration routing enables a call centre to see the previous interactions they’ve had with their customers, and it is made possible by integrating call routing with the customer database. Merging the initial IVR ID process with the current data of customers can be very advantageous for a business. Therefore, identifying customers at an early stage and acting accordingly benefits an enterprise in the long run.
6. Dynamic And Service Level Routing
Now and then, certain customers pose queries which are beyond the comprehension of the agents. The agents have a hard time dealing with the complex queries of such customers, and they often direct the call to a supervisor so that they can look into the matter. In such a situation, dynamic routing can be an inordinately amazing choice.
By scrutinising expected and anticipated wait times, it is possible to provide customers with an improved experience. In congruence with dynamic routing, service level routing can be even more advantageous. If expected wait times for a particular skill are bound to breach, the service level can still be safeguarded by bringing in backup agents.
Since this is the age of science and technology, new call routing strategies are rapidly emerging. There is a marked difference in the way calls are routed with different methods. No two businesses need the same routing strategy for enhancing customer satisfaction. The right way to choose the most appropriate strategy for your business is to understand the potential of your current ACD and determine the type of service you want your customers to enjoy.
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