What are the common mistakes with Call Routing Service

Modern businesses requires Call Routing Service to enable Efficient Customer Communication. However, they also make several mistakes when it comes to Call Routing Services that cause customers to experience frustration and lose out on opportunities. You will learn to avoid the common mistakes made when implementing and managing either a Call Route or Customer Communication Management (CCM) strategy by reviewing these pitfalls.

Overly Complicated Menu Options

IVR Menu Options are another area where businesses commonly make a critical error by providing too many options or too many tiers of menus within their IVR systems. When customers navigate through multiple tiers of menus to reach their desired agent, they become frustrated and hang up. Therefore, design your IVR systems to be as simple as possible and use no more than five menu options at each tier in your IVR System, and provide a way for the customer to directly reach an Agent.

Lack of Agent Training

A properly designed Call Route System will not perform effectively without Agents who are trained properly to handle customer requests correctly. Unfortunately, many organizations invest in technology but fail to prepare their Agents for utilizing the Call Routing Technology. Therefore, provide your Agents with appropriate training on the Call Route System, transferring of calls, and accessing a customer's account information to create an exceptional customer experience.

Overlooked Data & Analytics

Data accumulates through call-routing systems (eg, call volumes, peak times, customer behavior, agent performance); however, many businesses fail to utilise these analytics correctly (ie, continuously reviewing analytics). Review Analytics regularly to find out where bottlenecks occur, improve routing rules, & develop efficiency improvements based on evidence from your analytic data.

Poor After-Hours Configuration

Many companies do not configure their routing process appropriately for after-hours, weekend, or holiday calls. When a customer initiates contact during a period that falls outside the business hours, appropriate information regarding operating hours & alternative ways of contacting that company should, at the very least, be given to the customer rather than having the customer reach an unanswered phone or answering machine.

Ineffective Skills-Based Routing

Routing callers randomly without regard to the agent's skill level is a waste of time & diminishes the agent's ability to resolve an issue on the first call. Implement a skills-based routing process so that customers are routed to agents best qualified to assist them.

Not Regularly Updating Business Solutions

Routing rules should be continually updated as your staff, service offerings, and customer needs change so that they reflect those changes. Additionally, as call volumes fluctuate seasonally, it is important to adjust your routing rules to handle the increased call volume.

No Business Continuity Plan

Occasional system failures will occur, and if there is no business continuity plan in place for your call centre(s), all call-related operations will be shut down until the problem is resolved. You should implement backup routing policies, as well as identify redundant routing solutions, to ensure there is no interruption of your business during an outage.

In Conclusion

If these four common mistakes are avoided through ongoing attention and optimisation, as well as keeping menu options simple, providing adequate training for your agents, using analytics to optimise call routing, and continually reviewing your routing rules with Instavo IP; You can greatly increase the value of your call routing service and provide a very high level of customer service to your customers.