Definition: Call routing is the process of directing incoming calls to the appropriate destination or agent within a business or organization. It involves determining the best path for a call based on factors such as the purpose of the call, the skill set of available agents, and the caller’s location or language preferences. Call routing can be improved by a modern IVR.
Why is Call Routing Important in a Call Center?
Effective 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.
Learn why call routing is important for your contact center
How to Measure the Effectiveness of Call Routing?
The effectiveness of call routing can be measured by looking at metrics like first call resolution, customer satisfaction, and average handling time.
How to Improve Call Routing?
Call routing can be improved by regularly reviewing and updating routing criteria, training agents, and implementing AI-powered solutions like OpenQuestion.
Enhancing 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 call routing.