Call Routing: Best Cloud Call Center Feature for Quality Customer Service

Every cloud call center may have experienced a bunch of calls pouring in simultaneously due to seasonability, issues with software releases, etc. It is the time when agents get overwhelmed by the rise in call volumes and having an efficient call routing system can be of great help.

Meanwhile, providing quick customer support is the key to quality customer service. Businesses must understand the significance of fast customer support. It retains existing customers and woos potential users. But how can businesses ensure the best customer experience amid heavy call volumes?

Many factors influence quality in customer service, but call routing majorly helps in handling heavy calls. It is an efficient system that massively helps the team to boost smoother communication with customers. Let us take a closer look at what call routing is and how it benefits cloud call centers.

About

It is a call management process, which is also referred to as an automatic call distribution system. The feature automatically places live phone calls in a queue or distributes them to available agents/departments in your cloud call center (based on pre-established rules and criteria).

The process begins before someone on the receiving end picks up the call. Additionally, the predefined rules and criteria based on past customer or agent behavior, the reason for a call, call volume, time of the day, language, callers' preference, etc., affect the routing strategies.

Call routing allows the caller to instantly connect with available or specific agents without placing the caller on hold.

Working

It simplifies working in a cloud call center and uses customer data provided by them. So, the process operates in three phases - call qualifying/input, call queues, and call distribution.

Step 1

Call Qualifying/Input

The first step is when the call qualifies. The caller gives input from the given menu option through keypress or voice response to pre-recorded questions (IVR). The call was later routed to the cloud call center based on key input. The input is recorded for the benefit of customer servi ce agents down the line.

Step 2

Call Queuing

In the second step, interactive voice response transfers the caller to a call queue based on the input. It is one consolidated common space where any agent can pick up a phone call, and from this place, calls are assigned to specific agents or groups based on specific parameters.

Step 3

Call Distribution

Lastly, the calls are distributed to agents/departments according to your pre-established routing rules - such as agent skills, availability, call queue length, language preference, etc.

Benefits

Call routing offers a lot of benefits to the cloud call center. It not only speeds up the waiting times but also enhances customer experience. Other benefits businesses get with call routing include:

• Your organizations get better customer satisfaction (CSAT) with improved interaction quality as the calls are routed to the right agents holding relevant skills and experience.

• Quick responses, fewer hold minutes, redirects, or call-backs, make every user experience pleasant.

• Intelligent call routing encompasses efficient workforce management, enabling agents to focus more on customer support quality, rather than call volume.

• Skill-based routing ensures cost-efficiency while eliminating unnecessary call transfers.

• It reduces the average handle time (AHT) by resolving queries in the first few contacts.

• Cut down your call abandonment and reduce customer churn rates with call routing strategies.

Common Types

Skill-based Routing - Incoming calls are automatically transferred to agents with skills & experience.

Time-based Routing - It route calls coming from different specific time zones and business hours.

Regular Routing - Incoming calls are automatically transferred to specific agents based on predefined criteria.

Predicted Behavioral Routing - Incoming calls are routed based on historical call center and CRM data.

Set up Call Routing to Best Assist the Customers'

Route your incoming calls to the best-suited agents at the right time with cloud call centers’ call routing feature. You can resolve customer queries quickly, increase customer loyalty, and grow your business. Effective routing strategies leverage better experience with improved CSAT.

Get the best call routing strategies by conducting thorough customer research and reviewing call center KPIs. Seek customer feedback to line your best strategies for a specific department or customer issues.

If worried and wondering how to set up call routing or which service provider is best for your company? Then connect with us and get your hand on the advanced cloud call center features.

Article source: https://article-realm.com/article/Finance/32436-Call-Routing-Best-Cloud-Call-Center-Feature-for-Quality-Customer-Service.html