If you are in charge of running a company, call routing probably isn’t the first thing that comes to mind when the workday begins. However, if inbound calls are not handled properly, they will immediately become a fire that needs to be put out for the day.
A business owner’s worst nightmare is that potential customers get stuck in a loop, get someone else’s voicemail that hasn’t been checked in a long time, and end up speaking to the wrong individuals on their team. This is where call routing comes in. It solves all these issues.
Before we delve into the benefits of call routing, let’s first understand what it entails.
What is call routing?
Call routing is a feature of call management available on corporate phone systems. With call routing, each incoming call is placed in a queue. Then it is routed to a particular person or group depending on pre-established criteria. The call routing process happens before the person on the receiving end of the call picks it up. Here is how your business can benefit from call routing.
- Better efficiency
Call routing can be combined with customer relationship management, which can help firms collect more data within their organizations. Significant firms with a large number of call channels typically can provide their staff with access to comprehensive reporting tools that can analyze call trends and calls. The collected information can be presented as reports and distributed to the sales representatives and staff.
- Improved customer experience
The most important goal of every company should be to effectively address the concerns of their customers. Intelligent call routing is the appropriate tool for reaching this objective because, in most cases, the call center serves as the primary point of contact in major companies. It is still extremely important for small and medium-sized businesses to make rapid contact with the appropriate agent. In addition, the call routing feature of your cloud phone system enables you to rapidly distribute incoming calls to the employees who are responsible for sales, marketing, or support. In what ways can autonomous call distribution improve the customer’s experience? It is possible to do so either:
Waiting times are cut down significantly due to smart call routing, which promptly directs incoming calls to agents who are free to take them based on various parameters. This method significantly reduces the amount of time customers must spend on hold. The most important aspect is that callers do not have to wait in lines since the system can automatically determine the agent who can answer the phone based on his or her present status. This allows the caller to be attended to immediately.
Problems are resolved in a timely manner as a direct result of customers or business partners being able to contact the appropriate representative in a shorter amount of time. This is because intelligent call routing connects the customer issue with the appropriate subject matter expert who is immediately ready to handle the call.
- Flexibility
Your company will have an advantage over its competitors if it uses intelligent call routing since it can connect customers with live agents around the clock every day of the year. When a customer contacts you over the phone or through the chat window, the system is designed to match them with the most relevant support resource according to the type of assistance they require. Not only does this make things easier and more flexible for everyone involved, but it also results in improved conversion rates because it enables useful information to be provided while preserving individualized service.