Definition: Call misrouting is when an incoming call gets directed to the wrong person or department within a call center or organization. This can happen due to various reasons, such as incorrect routing instructions, outdated IVRs, or technical issues with the call routing system.
Why is Call Misrouting a Problem in a Call Center?
Call misrouting can lead to increased handling time, customer dissatisfaction, and inefficient use of resources. When calls are misrouted, it leads to frustration for both customers and agents. Customers have to wait longer to be connected to the right person or department, leading to longer call times and lower customer satisfaction. Agents who receive misrouted calls may not have the necessary expertise or information to resolve the customer’s query, leading to further delays and potential escalation of the issue.
How to Measure Call Misrouting?
Call misrouting can be measured by tracking the number of calls transferred from one agent to another or from one department to another.
How to Reduce Call Misrouting?
Call misrouting can be reduced by improving call routing strategies, providing effective agent training, and implementing AI-powered solutions like OpenQuestion. To prevent call misrouting, it’s important to ensure that routing instructions are accurate and up-to-date, which you can read about in this guide how to improve the telephone experience.
Reducing Call Misrouting with OpenQuestion
OpenQuestion uses advanced AI techniques to understand customer needs and route calls efficiently, reducing call misrouting and improving customer satisfaction.