Benefits of Intelligent Call Routing
Predictive call routing, otherwise known as intelligent call routing, not too long ago was only reserved for large companies as it was an expensive service to maintain. In today’s world, intelligent call routing is affordable and more than pays for its return on investment from the benefits that it provides such as:
- Improved customer service
- Qualifies the caller so they can be directed to the best agent for their inquiry
- Shorter hold times
- Maximizes business productivity
- Reduces lost revenue from abandoned calls
What is Intelligent Routing?
In many small business call centers, callers are automatically routed to the next available agent. With intelligent call routing, callers can be sent to an agent or department that they previously spoke with or to the team that is best equipped to handle their question or concern, providing a positive customer experience.
How It Can Increase Sales
Intelligent routing is able to use a customer’s caller ID and automatically apply a relevant promotional offer or discount for their situation. It utilizes the data from the caller’s previous history of phoning your organization. Again, this is another way that the customer experience is improved and fosters loyalty and commitment as callers are pleased that the business understands their needs and interests.
Types of Routing
Many types of routing rules can be applied to what bests suit
the needs of a business. If your organization has staggered shifts or teams that work in different time zones, time-based routing will direct the incoming calls to the contact centers or agents that are flagged as available for that particular day and time. It can also be adjusted for holidays and other occasions where one team or group may not be working a standard schedule.
Geographic routing will take calls and forward to a destination based on the area code of the caller. Automatic Number Identification (ANI) identifies the inbound phone number and uses the set of rules established to send the caller to an agent that is nearest to them.
At CallerReady, we have developed the world’s first true dynamic call routing API system. When a caller phones your business, our IVR will qualify the caller and send to the best agent available that can immediately take the call. Calls can be distributed by any way that your business desires – from agent availability, office hours, skill-based, priority based and more.
With our pay-per-call platform and dynamic call distribution, businesses can improve campaign profitability by increasing the percentage of qualified leads that get directed to agents and connecting those calls faster. If you would like more information on how the CallerReady system can help increase your profitability and make a better customer experience, contact a member of our team today.