Call routing systems are tools that forward inbound calls to particular departments, personas, or sectors based on predefined parameters set by the company, e.g. the time of the day, the call volume, etc. There are multiple levels of complexity in the current routing tools and multiple types of call routing that companies use to link the incoming callers with the corresponding destination.

Features of the Call Routing Systems

call routing system

The usage of call routing systems can bring multiple benefits: it can enable more effective personnel engagement and optimize human resources. Routing ensures that the calls are forwarded to the available agents and not to the company’s voicemail, or get lost because of customer disappointment. Routing system increases the conversion rate by connecting the callers with the subject experts; it also improves customer experience and efficiency. According to market analyses, today there are offered solutions that are affordable for small and medium businesses. For the business owners who understand the hidden value of each call, call routing should be the “standard equipment” within the communications tools.

Better Efficiency

Call routing can be integrated with a CRM – customer relationship management – thus serving to collect more data within the businesses. In the case of large companies – with many call channels, the employees can utilize advanced reporting tools, that can analyze calls and the calling patterns. Data obtained can be formatted as reports and forwarded to the agents and the sales personnel.

The Ring-to Number option

By using the Ring-to number feature, businesses can effectively reshape their marketing strategy – by assigning a large set of numbers to perform marketing campaigns. This brings better efficiency and more control over the staff and their marketing activities. Its implementation involves some degree of complexity – businesses will need the help of telecommunications experts, but once configured correctly, the outcomes will be very effective.

Geographic Factors (location, time)

call routing geography

The usage of call routing enables companies to employ platforms that are targeting calls that arrive from particular geographic locations. This is very important for all companies that function in multiple geographic locations and also – with multiple demographics as well. In accordance with the needs, companies can route calls to multiple destinations (e.g. multi-lingual agents, technical support, or customer service) based on the time of the day/week, or location of the inbound call. This decreases the number of lost calls and dissatisfaction and increases accessibility and flexibility.

Improved User Experience

One of the main aspects of a successful marketing strategy is to provide a personalized customer experience. By using customer service channels and online support, companies are able to focus on the aspects that contribute to better customer experience and lead to more accessible, attentive behavior of the entire business. In the upcoming years, calls will still be important for businesses success. Many studies have shown that bettering a company’s communications aids in the improvement of overall customer service and increases conversion rates.

There are different call routing tools on the market, and IDT offers you:

  • 24×7 support
  • Detailed call data and analytics
  • Immediate access and control across multiple carriers
  • Enhanced savings via IDT’s LCR – Least Cost Routing 
  • Dynamic failover

To learn more about our call routing platform, contact us today.