Call routing is the process of organizing calls to maximize the number of customers you help in a timely manner. It allows you to optimize your response process to support your staff while providing better customer experience. There are multiple ways to route your calls depending on your business model and even more benefits of doing so. Learn more about call routing and how to take advantage of this valuable functionality.

How to route calls based on your operational goals

Call routing comes in many forms. The most basic option is First-In, First-Out (FIFO) which means calls are routed to representatives in the order they are received. With this model, each customer service representative (CSR) talks to the next customer in line, so no customer has to wait longer than necessary to get the support they need.

However, most businesses would benefit more from using a smart routing feature like the one built into VoipNow & Hubgets. With smart queues, brands can deliver even better service for their customers while also allowing CSRs to specialize.

Various industries can benefit from implementing customized call routing systems. For instance:

• An airline can prioritize calls from elite members, ensuring they receive prompt and personalized support.
• A technology company can route technical support calls to specialized agents, reducing the need for multiple transfers.
• A retail business can sort calls based on customer type, providing tailored support to loyal customers and new clients.

With call routing, you can learn the needs of customers and sort them to appropriate spots in the call queue. This will enable your team to increase the problem resolution speed and become more effective.

Obtain information to solve problems faster

When putting call routing to work, you can obtain priceless information about what your customers need and how you can help them. Even basic auto-attendants can help you glean information on what someone is calling about. This creates better experiences by letting your team help them faster.

For example, your CSRs will know from the beginning what kind of issue they will be dealing with—be it technical, commercial or billing related. This prevents customers from getting frustrated by asking them to explain their issues multiple times. Your customers can feel heard and believe that your efforts to resolve their problems will be effective.

Get your team ready

With basic FIFO models, your CSRs need to become experts in all aspects of your business. They also need to be prepared to jump from one customer service topic to the next with each call. However, with advanced call routing, they can specialize in certain topics and fully learn all of your company’s processes and procedures.

An eCommerce service representative for example might process returns throughout the day while the team member next to them handles calls related to the company’s loyalty program. Each representative can stay focused on one part of the business operations.

With this model, there is plenty of room for flexibility. If one department has an influx of calls, other staff members can jump in to help. However, for normal day-to-day calls, specialization is often the best approach.

Optimize based on experience

Your most experienced CSRs will inevitably handle cases faster than those with less experience. They know how to work with your internal systems, understand company policies, and have seen the same problems for several months (or years) now. Newer employees will take longer as they learn the ropes. You can account for this with call routing.

One approach will be to rank customer problems. You can start new CSRs out with easy calls while they learn how your systems work and grow their confidence. Not only will this keep call times short as a whole, but it will also allow you to track the onboarding of new team members. You can see how each CSR is advancing with support calls and if they are likely to specialize in certain areas.

Reduce the number of call transfers

One of the top goals in call center management is a metric called first call resolution (FCR). It is the idea that your CSRs can address customer problems on the first try, without requiring multiple calls and callbacks. When call routing is used in the most efficient way, the number of call transfers will be visibly reduced. Thus, your customers will talk to fewer CSRs and get put on hold less frequently.

For example, if a customer calls with a tech issue, the first CSR won’t have to pass them on to a tech specialist. The call could get routed straight to the tech department based on the needs of the customer.

As you can see, call routing benefits go beyond elevating customer experience, it also makes your call center more efficient. And you won’t have to worry about each caller speaking to more than one representative and taking up their time.

Revamp call routing with VoipNow & Hubgets

In today’s fast-paced and highly competitive business landscape, SMBs need to deliver outstanding customer service. VoipNow’s effective call routing is essential to providing prompt and personalized support to customers. By implementing a strategic call routing system, businesses can enhance customer satisfaction, reduce wait times, and increase efficiency.

Benefit from smart call routing

Imagine being stuck in a never-ending loop of hold music, only to be transferred to a different agent each time. Traditional first-in, first-out (FIFO) call routing methods can lead to lengthy wait times and inefficient customer support. In contrast, a smart call routing system like the one built in VoipNow, utilizes advanced algorithms to direct callers to the most suitable agents.

This approach enables businesses to provide faster and more personalized support, resulting in higher customer satisfaction.

IVR, the unsung hero of call management

The Interactive Voice Response (IVR) functionality available in VoipNow & Hubegts is the epitome of efficiency. It empowers businesses to streamline call management with automated attendants that direct customers to the right department.

This feature is a boon for SMBs, enabling them to handle customer support calls with ease, sans the need for a large in-house team. It’s like having a seasoned receptionist, expertly juggling calls and ensuring that customers reach the right agent in a timely manner.

Location-agnostic agents

In an era where hybrid work is everywhere, VoipNow’s location-agnostic agents are a breath of fresh air. Employees can work from anywhere, whether it’s their cozy home or a secluded retreat, as long as they have a phone or access to the internet.

This flexibility was priceless during times of crisis, such as the pandemic, allowing businesses to maintain operations with minimal disruption. It’s the ultimate proof—the power of technology in bridging the gap between work and personal life.

Unraveling the mysteries of call performance

By leveraging advanced reporting features available in VoipNow & Hubgets, businesses can gain valuable insights into customer behavior, agent performance, and call center efficiency.

Such insights enable businesses to identify areas for improvement, optimize their operations, and deliver exceptional customer service.

Implement the call routing that works for your business

Many businesses rely on simple FIFO methods to keep call queues short. However, you might decide that a more strategic call routing method can provide better experiences for your customers while also helping you better manage your staff. Consider how smarter routing options can benefit your business and take steps to implement them today.

VoipNow’s innovative features, including smart queues, advanced IVR, and location-agnostic agents are designed to transform the call center experience. By harnessing the power of these features, businesses can deliver exceptional customer service, manage high call volumes, and enhance overall productivity and customer satisfaction.