Streamline Your Communications with Call Routing Technology
When you run a busy contact centre, it’s important to ensure that you are meeting the highest standards of call handling efficiency. Inefficient call handling leads to increased costs and poor standards of customer service. Even if you don’t have to meet strict contractual agreements to answer calls and resolve queries within a specific timeframe, increasing call handling efficiency can lead to greater productivity, reduced operational costs and increased customer satisfaction rates. One of the simplest ways to improve call handling efficiency is to implement quality call routing technology. In this article, we consider different call routing features and how they can benefit your business.
Automated Attendant
Automated Attendant, or automatic call distribution as it’s sometimes referred to, acts as a virtual switchboard. It eliminates the need for a receptionist by automatically routing callers to the appropriate extensions within your business. It does this by prompting customer responses, which can either be verbal or push-button. For example, a recorded message may ask the caller to press a certain number for each department or to state the extension that they require. By routing calls to the appropriate department in the first instance, an automated attendant helps to reduce overall call times and increase first contact resolution.
Intelligent Call Routing
Intelligent call routing directs calls to an appropriate extension by identifying the caller, either using information connected to the call such as caller ID or by information gained from the caller. The goal of intelligent call routing is to connect the caller with the most appropriate or desired agent. This may be done based on the skill relevance of agents, caller priority or information entered by the caller. Intelligent call routing is a great way to enhance the customer experience and minimise unnecessary call transfers or delays.
Real-time Call Management
Having a real-time view of call activity allows managers and supervisors to intervene to route calls to specific agents to increase call handling efficiency, such as by overriding the Do Not Disturb feature. Quality call management software can be used by team leaders to manage their teams, agents, call routes and customer interactions in real-time. The ability to make instant call routing changes enables supervisors to get the most out of their team and encourage a high level of customer service.
Call Scheduling
Call scheduling software can be configured to route calls to specific agents or departments based on certain criteria such as time and day. Calls can be routed to a range of locations including remote offices and mobile devices. This ensures that an agent is always available to meet customer demand so that your organisation can provide a high level of customer service at all times.
Customised Audio Messages
Using customised audio messages, call routing software can attempt to handle a caller’s request without needing to transfer them to an agent. Many people simply call a business for general inquiries such as to find out business hours or the company address. Some other standard requests such as bill payment or account queries can be resolved using customised recorded information and automated services. Resolving all or part of a caller’s query before transferring them to an agent is an efficient way of reducing call volume and call duration.
Utilising call routing technology, you can streamline your communications and get the most out of your business telephone system. Call routing software helps to increase call handling efficiency and boost your customer services. As a result, your business will benefit from increased customer retention, reduced operational costs and increased revenue. To find out more about great business telephone system features that will really benefit your business, contact us today on 0800 849 8585.
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