A good customer call interaction usually means that they were routed directly to a skilled employee and got immediate assistance. Unfortunately, this is not always how it goes. Call routing is one of the best ways in which to make this possible. With this feature, your customers will spend less time on hold and get transferred less.
Call routing works great for all businesses, but it is especially valuable for sales and support teams. While high call volume is a nice problem to have, it can easily create avoidable issues and frustrate your customers. Here is what call routing is and how it works:
What is Call Routing?
Telecommunications has evolved significantly. In the past, switchboard operators had to manually transfer all incoming calls to the appropriate party. The next iteration of call routing usually involved business receptionists manually directing calls. By today’s standards, this is not always the most efficient way of handling customer calls.
Modern call routing is a Business Phone System feature that automatically places incoming calls into a queue and routes them based upon pre-set criteria. You can set your criteria however you like, and if you have set it appropriately, your callers should not have to get bounced around numerous times.
Benefits of Call Routing
Setting up call routing is a huge part of a great customer experience. Here’s how it can benefit your business:
- Shortens customer wait times.
- Allows sales and support agents to prioritize problems.
- Customers can get served in their preferred language.
- Optimizes workflows.
- Matches calls with agents that have the appropriate skill sets.
- Prevents missed calls.
- You can personalize calls.
If you have any questions regarding call routing, or Business Phone Systems in general, please contact Advanced Communication Systems today at 844-791-0615. Please feel free to also follow us on Twitter.
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