{"id":4718,"date":"2023-09-18T23:21:50","date_gmt":"2023-09-18T23:21:50","guid":{"rendered":"https:\/\/www.data-talk.com\/?p=4718"},"modified":"2025-01-03T17:19:50","modified_gmt":"2025-01-03T17:19:50","slug":"everything-business-leaders-need-to-know-about-call-routing","status":"publish","type":"post","link":"https:\/\/www.data-talk.com\/everything-business-leaders-need-to-know-about-call-routing\/","title":{"rendered":"Everything Business Leaders Need To Know About Call Routing!"},"content":{"rendered":"\n

Call routing is an essential feature of any business phone system, so here\u2019s what entrepreneurs and company managers need to know about it!<\/h2>\n\n\n\n
\"telecom<\/figure>\n\n\n\n

Every business and call center understands just how fast calls can come rushing in on a daily basis, and from a business leader\u2019s standpoint, it\u2019s important to ensure that your call agents aren\u2019t getting overwhelmed when call volumes skyrocket.<\/p>\n\n\n\n

That\u2019s why it\u2019s so important for companies of all sizes to invest in an efficient call routing<\/strong> system that supports your team\u2019s call management strategies. Below we\u2019ll be taking a closer look at what call routing is, and how it can support your unique business needs!<\/p>\n\n\n\n

What Exactly Is Call Routing?<\/strong><\/h3>\n\n\n\n

Call routing<\/em> is a feature found in many business phone systems that creates a caller queue when call volume exceeds the amount of available agents, and this feature also properly distributes callers to specific agents based upon predefined criteria and established system rules.<\/p>\n\n\n\n

Call routing is also often referred to as an automatic call distribution<\/em> (ACD) system, and it\u2019s proven to be an invaluable tool for countless businesses in recent years!<\/p>\n\n\n\n

Call Routing Benefits<\/strong><\/h3>\n\n\n\n

Call routing offers a whole variety of benefits to business teams and call centers. First and foremost, it speeds up caller waiting times and helps guarantee a more favorable customer experience that values efficient resolutions. It also optimizes a company\u2019s operational workflow, and improves agent efficiency productivity.<\/p>\n\n\n\n

Some of the most common advantages associated with call routing include:<\/p>\n\n\n\n

Customer Support<\/strong><\/h4>\n\n\n\n

The main goal of any call center is to support customer needs, and call routing helps ensure customer satisfaction by keeping their wait times down and directing their calls to the correct agents.<\/p>\n\n\n\n

Improved Employee Management<\/strong><\/h4>\n\n\n\n

Call routing is also crucial for employee satisfaction, because it helps ensure that your call agents don\u2019t get overwhelmed when inbound calls rapidly increase. This feature also guarantees that the workload between agents is evenly balanced, which subsequently improves their overall productivity and performance.<\/p>\n\n\n\n

How Exactly Does Call Routing Work?<\/strong><\/h3>\n\n\n\n

Call routing can be conducted through a variety of different methods, but these methods generally follow a similar process. Below are some of the common steps of call routing that can help you better understand how it works:<\/p>\n\n\n\n

Qualifying Phase<\/strong><\/h4>\n\n\n\n

A lot of businesses will utilize an interactive voice response (IVR) tool as one of the first steps of their routing process. This is also referred to as an auto attendant<\/em>, and this automated menu will help your team better understand what each caller\u2019s general purpose is as they answer a series of questions.<\/p>\n\n\n\n

Call Queuing Phase<\/strong><\/h4>\n\n\n\n

The IVR responses will immediately be forwarded into a phone system\u2019s ACD system, which sets the caller up into a queue when necessary. Your company\u2019s ACD will then organize calls based upon factors like waiting time, agent skills, and specific queries.<\/p>\n\n\n\n

And what\u2019s important to note here is that you\u2019ll be able to predetermine what priorities are most important as a part of your routing rules, which can be adjusted as your call routing needs change.<\/p>\n\n\n\n

Call Distribution Phase<\/strong><\/h4>\n\n\n\n

When your incoming calls are properly queued, they\u2019ll be routed to your most appropriate agents based upon your system\u2019s rules.<\/p>\n\n\n\n

An example of these rules would be talk-time distribution<\/em>, which routes callers to the agents who\u2019ve essentially been working the least throughout the course of a workday. This strategy is meant to help minimize the idle time of your call agents, and more evenly distribute call volume so no one gets too overwhelmed.<\/p>\n\n\n\n

Establishing Your Call Routing Rules To Improve Customer Experience<\/strong><\/h3>\n\n\n\n

There are many different call distribution strategies that businesses implement, and they each offer their own strengths and weaknesses. Below are some of the differing call routing methods that you should keep in mind:<\/p>\n\n\n\n

Fixed Order Routing<\/strong><\/h4>\n\n\n\n

This system will route your incoming calls to the first available agent on a first-come, first-served basis. If a certain agent isn\u2019t currently available, the call will go to the next agent in line.<\/p>\n\n\n\n

Skills-Based Routing<\/strong><\/h4>\n\n\n\n

This system entails calls being routed to specific agents with unique skills to resolve a caller\u2019s concerns.<\/p>\n\n\n\n

Rotary Routing<\/strong><\/h4>\n\n\n\n

This system will rotate call assignments between call center agents, which means that each agent will take a turn answering a call before the system returns back to the original agent.<\/p>\n\n\n\n

Percentage Routing<\/strong><\/h4>\n\n\n\n

This routing strategy will help you to allocate your company\u2019s incoming calls based upon certain percentages to specific call center teams. This means you\u2019ll essentially be able to delineate certain groups and have 50% of your calls go to Group A and 50% go to Group B, and so forth.<\/p>\n\n\n\n

Talk-Time Routing<\/strong><\/h4>\n\n\n\n

This call routing strategy will assign calls to agents who\u2019ve received the least amount of talk-time among your clients, which goes a long way to make sure that everyone is equally participating and that no particular agent is being overwhelmed.<\/p>\n\n\n\n

Time-Based Routing<\/strong><\/h4>\n\n\n\n

This system will help ensure that incoming calls will go to agents based upon certain business hours or time of the day.<\/p>\n\n\n\n

Reach Out To The Data Talk Team To Learn More About Our Call Routing Features!<\/strong><\/h3>\n\n\n\n

Data Talk<\/a><\/strong> is the leading telecom business in central Ohio, and our team has decades of experience with supporting businesses with the industry\u2019s most cutting-edge technology.<\/p>\n\n\n\n

Our team is here to help support your company\u2019s overall needs, and we understand just how important call routing is for countless businesses. Reach out to us online<\/a><\/strong> or give us a call at 614-784-7100 to speak with us about what you\u2019d like to obtain with your call routing strategies!<\/p>\n","protected":false},"excerpt":{"rendered":"

Call routing is an essential feature of any business phone system, so here\u2019s what entrepreneurs and company managers need to know about it! Every business and call center understands just how fast calls can come rushing in on a daily basis, and from a business leader\u2019s standpoint, it\u2019s important to ensure that your call agents […]<\/p>\n","protected":false},"author":5,"featured_media":2769,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[91,1],"tags":[55],"class_list":["post-4718","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-telecom","category-uncategorized","tag-call-routing"],"_links":{"self":[{"href":"https:\/\/www.data-talk.com\/wp-json\/wp\/v2\/posts\/4718","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.data-talk.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.data-talk.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.data-talk.com\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/www.data-talk.com\/wp-json\/wp\/v2\/comments?post=4718"}],"version-history":[{"count":2,"href":"https:\/\/www.data-talk.com\/wp-json\/wp\/v2\/posts\/4718\/revisions"}],"predecessor-version":[{"id":5112,"href":"https:\/\/www.data-talk.com\/wp-json\/wp\/v2\/posts\/4718\/revisions\/5112"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.data-talk.com\/wp-json\/wp\/v2\/media\/2769"}],"wp:attachment":[{"href":"https:\/\/www.data-talk.com\/wp-json\/wp\/v2\/media?parent=4718"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.data-talk.com\/wp-json\/wp\/v2\/categories?post=4718"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.data-talk.com\/wp-json\/wp\/v2\/tags?post=4718"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}