4 Techniques to Improve Agent's Efficiency with Call Routing

Personalized customer service plays a crucial role in improving a company’s functioning. But how to enhance an agent’s performance in a call center? High customer satisfaction is directly related to an agent’s efficiency. So, to amplify an agent’s performance try to decrease the average wait time of calls whenever customers try to reach out to you. Did you know the average waiting time when contacting an operator is 28 seconds?
 

If the time is longer than this, your business may lose customers. Customers expect fast and efficient service. If they have to switch agents, their frustration may increase further. To prevent your customers from leaving, incorporate VoIP technology that manages incoming calls with call routing.

Call Routing
 

The feature is part of a business phone system that routes incoming calls to the right department or agent. It improves communication with customers as it automatically distributes calls in a queue to an agent/department based on criteria and rules set in advance.
 

The system also referred to as ACD (automatic call distributor) automatically distributes calls to agents after playing relevant announcements. The call routing process begins after user prompts and attributes like the caller's language, agent availability, company department, call volume, and more.
 

Integrate call routing for an effective customer service strategy. Companies use there are 4 call routing techniques to improve agents’ efficiency in the cloud call center.

Utilize Skilled-based Routing
 

Skilled-based routing is a widely practiced tool that enables high-quality customer service management. Each call is assigned to an agent with the most relevant skills to answer it. It helps cloud call centers to highly satisfy customers by routing the call to agents who can solve the customer query.

How does it work?
 

The call center supports customers from different regions or locations. If somebody calls, the system recognizes the number and directs it to an agent who speaks the particular language. The additional feature gives customers a choice to select their preferred language.

IVR Routing Interactive
 

Voice Response (IVR) routing features enable customers to use self-service options that improve the quality of support. Customers interact with an automated interactive voice response system from multi-level menus, giving them choices. If they wish to connect with an agent for further assistance, they can, with key inputs. Did you know the average call duration reduces by 40% with IVR?

How does it work?
 

The callers listen to the IVR menu and respond by pressing the key on their phone. The system responds based on the key press and shares the relevant information. A caller can find simple information like transactions, data usage, order status, check the complaint status, etc.

Intelligent Queue Routing
 

The call routing becomes more simplified and smooth with database integration. You can categorize different callers into agents based on skills, client preferences, and IVR options. Database integration allows the system to present more details about the callers to an agent, increasing customer satisfaction. Agents can help customers better with previous chat and purchase history.
 

It saves agents time and increases their efficiency, making call management easy. The company can utilize other features with intelligent queue routing like an auto callback, call monitoring, and reporting.

Direct Routing
 

It is the basic form of call routing where customers have to dial a number until it is answered. The first available agent that is available to talk to handles the call of the customers. In direct routing, each campaign has its own designated number at the contact centers. The sales and customer support teams will have different numbers, connecting them with customers.

How does it work?
 

It is the simplest solution that leads to satisfying results. The standard model of direct routing allows one number, one agent, and one caller at times. The callers have to call a specific number to connect with an agent who can resolve it.

Call Routing Improves Customer Experience at Large
 

Call routing is one of the most significant features of contact centers. Companies of all sizes and industries can manage thousands of calls/customers with effective call routing solutions of cloud telephony. The organization can increase productivity, reduce waiting times, increase resolution rates, and improve performance and customer experience with call routing. It empowers non-technical roles in the contact center while enabling flexibility.