Call Routing Service for faster & efficient customer support

With increasing competition among businesses to provide seamless and immediate resolution of customer support issues, companies are under pressure to offer customers fast and effective methods to contact them. Their ability to provide this type of support relies heavily on a business's ability to route customers' calls effectively.

Routing calls effectively requires businesses to implement call routing technology, which enables organizations to efficiently manage how they receive, process, and respond to customer inquiries and requests. Call routing service technologies provide businesses with the tools necessary to efficiently route incoming calls to designated agents based on pre-established rules established by each company's call center operation (or other business operations).

Understanding Call Routing Technology

Call routing technologies are also referred to as ACD or automatic call distribution technologies. ACD provides organizations with an automated means by which to route incoming calls based on preset criteria. Traditional phone systems typically assign incoming calls to agents randomly. In contrast, ACD technologies utilize sophisticated algorithms that take into consideration the following variables when determining where to route an incoming call: caller information (e.g., name, phone number, email address), day of the week/time of the day, the availability of agents, the number of agents, etc.

In addition, ACD technology allows organizations to determine the number of calls received by individual agents and the time it takes each agent to respond or resolve a caller's inquiry/request.  ACD technology enables the call center to identify both the most skilled agents as well as the least skilled agents.

Implementing Call Routing Can Help You

Decreased Wait Times

Call Routing is one method of reducing customer wait time. Call Routing allows for easier management of the volume of calls being placed to your Rep. By creating a smart routing system that matches the type of inquiry with available representatives, customers will not spend as much time waiting on hold. Smart routing also creates the ability to monitor customer volume trends, so you can allocate the appropriate number of resources to meet customer demand.

Increased First-Call Resolution

Call routing companies allow for the most effective methods of matching a customer with the correct representative based on their issue or question. If a customer has a problem with a device they purchased, they will want to speak with a technical specialist, not a representative who specializes in billing inquiries. Using these types of routing strategies helps to increase the chances of your customers getting their problems solved the first time they call and reduces additional costs associated with customers calling back again after they have already spoken to a rep.

Improved Productivity for Agents

When a customer calls into the call routing service, they will receive quicker and more accurate responses because they will be directed to a representative whose skill set is aligned with that of the inquiry being made. Call routing systems eliminate the need for reps to read through a list of inquiries and determine which ones belong to different departments before transferring them to another person for assistance. This allows for more efficient use of time for both the customer and the company as a whole. As a result of the targeted nature of this approach, it is likely that the satisfaction level of the agent will improve significantly, and therefore, the likelihood of employee turnover being reduced as well.

24/7 Customer Support Options Available

Advanced Call Routing can enable businesses to provide 24/7 Customer Service without needing all staff members to work 24/7. Through various means of Call Routing, including routing based on geographic location or hosting an overflow service at peak hours, as well as transferring calls to voicemails or callback systems, customers can access support whenever they require support.

When choosing a Call Routing Service, Be Sure to look for:

• Enables skills-based routing to connect callers with agents who have the skill(s) that best match the Caller.

• Cab can be used to route after-hours calls or calls on holidays and weekends based on Operating Procedures.

• Offers an Intelligent Queue Management that provides wait-time estimates and allows the customer to request a callback.

• Must have the ability to integrate with your CRM system and Helpdesk systems to assist in providing systematic customer record-keeping.

Measuring Success and ROI

Success and measurement of your Marketing ROI (Return on Investment) will depend on how you choose to measure your return on investment. Effective call routing services will track their impact on six key performance indicators: Average Handling Time (AHT), First Call Resolution Rate (FCR), Customer Satisfaction Score (CSAT), Agent Utilization Rate (UUR), and Customer Retention Rate (CRR). The outcomes of implementing call routing services often result in noticeable improvements to the above metrics as well as financial savings associated with operational efficiencies.

Conclusion

Call Routing Services provide an alternative way of providing Customer Service support by giving companies the ability to use advanced technology of Instavo IP to route customers to the most appropriate resource, thereby increasing their level of service quality while simultaneously optimizing the company's support operations for maximum efficiency and minimum cost.