VoIP Call Routing Done Right: 7 Smart Tactics
Considering the flexibility of VoIP, communication service providers are increasingly turning to VoIP route providers to meet their clients’?wholesale call termination
?requirements. Call routing is one of the VoIP phone system’s dynamic features that distribute inbound and outbound customer interactions to the desired business personnel. VoIP routing can streamline operations, improve customer experiences, and strengthen business continuity if utilized correctly.
According to research,?83% of customers expect to connect with someone immediately when contacting a company. It shows how efficient and accurate call routing can lead to a quick issue resolution, positively impacting clients’ purchase decisions.
Following are some of the most effective VoIP call routing tactics that can ultimately help optimize business productivity.
Best VoIP Call Routing Practices to Optimize Productivity
VoIP’s advanced routing system allows integration with CRM software that contains skill sets of agents, clients’ profiles, and history of interactions. Call monitoring and reporting tools can also help update the available database with real-time statistical data.
Such data-directed call routing combined with automated call distribution (ACD) enables intelligent management of callers’ issues. It eliminates the transfer time and lowers the risk of routing the call to personnel with insufficient knowledge.
Some?VoIP route providers offer routing solutions with a built-in call flow designer to plan callers’ step-by-step routing journey. While planning a call routing flow, an organization can insert steps like interactive voice response (IVR), business hours, queue overflow, call timeout, voicemail, auto callback option, etc.
It also enables the setting of specific actions for individual phone numbers or a category of clients. For example, businesses can route calls from VIP prospects directly to the person they want to connect to.
In skills-based routing, agents’ skills are pinpointed and scored so that each call can be assigned to the agent who could best resolve the issue. It helps avoid callers being routed to agents who don’t speak the same language as them or don’t have the required qualification.
Organizations can drive better first-call-resolution rates and greater customer satisfaction by adequately maintaining real-time data and assigning the skills to suitable agents. For instance, a prospective client who requested a brochure before calling will be routed to the representative with sound knowledge of that specific product.
The interactive voice response (IVR) menu significantly reduces the average call duration time by offering the self-service option. The call can be routed via multi-level menus that give choices. The IVR system then responds to the selected option by providing the required information or directing the caller to the correct department.
Businesses can fully optimize IVR functions by:
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o Keeping the menu list to five or fewer items.
o Creating auto-attendants with recorded messages to answer frequently asked questions like address, business hours, etc.
o Putting most common earliest in the menu.
Call forwarding is an excellent VoIP feature that enterprises can use to divert or forward calls to external mobile or landline numbers. This feature comes in handy when an employee is not at the office desk or is working remotely.
Employees don’t need to worry about missing an important call as they can answer calls on their mobile phones without the client realizing it. Call forwarding also enables 24/7 customer support for companies with sales teams working from different time zones.
With automatic call distribution (ACD) and routing engines, organizations can configure call routing strategies to meet specific business objectives. Businesses can optimize this routing strategy by defining the best route for different parameters. Below are some examples of business rules:
o Prioritizing high-value customers with VIP status by allowing them to skip the queue.
o Routing customers with low satisfaction calls to a specialist service advisor.
o Giving callers an option to speak with the same agent they spoke with last time.
Organizations can customize call routing to combine direct routing with call or ring groups. For example, a client dials a number that is a part of the sales advisors’ call group. If the person is busy attending another call, the system will simultaneously ring all the other phone lines in the group. This method can be leveraged when a particular department is experiencing a high influx of calls during a busy season.
Master the Power of VoIP Routing with Smart Routing Manager
Call routing is crucial to optimizing business productivity for businesses, including wholesale VoIP providers and contact centers, who directly or indirectly use wholesale call termination services. Identifying the best suitable routing tactics should be the first step towards getting the most out of your VoIP routing solution.
Bankai Group’s intelligent routing solution for wholesale VoIP providers helps businesses drive greater operational efficiency and customer satisfaction.
This article is originally published on?Quora .?