Call Routing

With effective call routing, you can improve Customer Service by giving customers the response they require and ensuring they speak to the right person.

Emergency routing

Pre-defined routing plans can be implemented in the event of an emergency to ensure calls are always answered and Customer Service is not affected.

For Example:
A major fault with the company telephone system goes unnoticed by the customer due to calls being automatically routed somewhere else until the problem is resolved.

Ratio routing

Specifically beneficial for multi site businesses - Calls are routed according to staff resources at multiple locations.

The ratio of calls depending of number of staff per site can be programmed to minimize the risk of missed calls due to high demand at any one time.

Area routing

Calls are routed depending upon the location of where the call is made from e.g. calls from 0161 std code will be routed to the location closest to Manchester.

Calls for an advertising campaign are answered in the correct sales territory by an agent with local knowledge or maybe a local accent.

Time, day and date routing

Calls are routed to a different location, depending on the time of day, day of week or date to allow you to maximise resources.

Calls are routed to another location, or an answering facility, outside normal business hours, at weekends and bank holidays.

Queue routing

When staff are busy, calls are held in a queue to ensure callers are not lost when the lines are busy.

A utilities company uses queuing to cope with increased demand at lunchtimes when more people make enquiries and look to pay their bills.