Definition: Automated call routing is the process of automatically directing incoming calls to the appropriate customer service representative based on the caller’s needs or information provided.
Why is Automated Call Routing Important in a Call Center?
Automated call routing can improve customer satisfaction by reducing wait times and ensuring that callers are directed to the most capable agent to handle their query.
How to Measure the Effectiveness of Automated Call Routing?
The effectiveness of automated call routing can be measured by looking at metrics like first callresolution, customer satisfaction, and average handling time.
How to Improve Automated Call Routing?
Automated call routing can be improved by regularly reviewing and updating routing criteria, training agents, and implementing AI-powered solutions like OpenQuestion.
Enhancing Automated Call Routing with OpenQuestion
OpenQuestion uses advanced AI techniques to understand customer needs and swiftly route calls to the most suitable agent, improving the effectiveness of automated call routing.