Call Routing
Handle Calls with Ease with A-1 Call Center’s Call Routing Systems
Did you ever ask yourself how your call finds the right agent in a contact center? The reason behind this is the call routing process in call management.
With call routing, a business phone system directs each incoming call to a queue and then sends the call to the appropriate person or department, depending on pre-set rules. Call routing takes place before a member of the receiving team answers the call.
Call routing is possible through user prompts and by relying on call attributes, such as call volume, time of day, preferred language, department, and the availability of agents.
The term Automatic Call Distributor (ACD) is given to call routing because that’s how the call routing systems work.
How the Call Routing Process Works?
While the call routing process differs depending on a contact center’s policy, they are all basically the same approach. The call routing systems send calls automatically to the routing engine, where they are delivered to an available agent.
Routing has different steps in the process.
Qualifying phase.
Many call center operators begin by using an IVR (Interactive Voice Response) system to identify the caller and determine the reason for their call through a series of automated questions.
Call wait time before being answered.
Automated IVR prompts send callers to the correct queue based on what they say. ACDs use various factors, such as skills, department, importance, or policies established by the contact center, to determine where calls should be directed.
Who to contact phase.
After the call routing systems queue the calls, they are then sent to the agents most capable of handling them. Just like the call queueing process, the call distribution is guided by the rules set by the contact center. Pick an agent who has not had a call recently to receive the new call.
Try A-1 Call Center’s Call Routing System
Get started with A-1 Call Center to access AI-driven collaboration, unlimited calling, call tracking, and video meetings with A-1 Call Center’s Call Routing strategy. If you manage a contact center, consider requesting a demonstration to determine if call routing would meet your needs.
Easy setup
You have the option to update your call routing strategy, move your numbers to A-1 Call Center, or get toll-free numbers in your account anytime online.
Route Multiple Calls
In A-1 Call Center, you can forward calls to the agent whose time offline is longest, or by the order you set ahead, taking skill level into account, and more. You can direct your calls to voicemail or other centers and select the amount of time you want them to ring before returning to the queue.
Custom Greetings
Record a message or upload your own to provide callers with instructions on which department to contact. Feel free to add your own custom greetings to your voicemails through our call routing systems.
Built-in analytics
Know how well your contact center does by checking the analytics for call volume trends, average wait times, missed calls, the top call durations, and other relevant information. A-1 Call Center helps you identify the most common IVR options to let you improve your IVR menu all the time.
Multilingual greetings
When customers speak different languages, you’ll need a routing system to handle that. You can choose an IVR menu in multiple languages with A-1 Call Center.
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