The routing of calls is a feature that simplifies their management for the ultimate convenience of customers or callers. It is part of a phone business system, functional through call routing software. The software makes it easy to queue and direct incoming phone calls. Through this process, inbound as well as outbound telephone calls can be managed by businesses, organizations, enterprises, etc. The feature or process is more beneficial for large-scale organizations that receive calls in bulk from potential customers. Provided that they are aware of the main goal that the solution can fulfill and its functionality or working, companies can best utilize it. Besides, this understanding can help in identifying the best software to route calls.
What is Call Routing?
One can perceive call routing as a business phone system process or feature. It involves the queuing of calls. Afterward, they are routed to the concerned individual or group in an organization. It takes place as per certain criteria or rules that are pre-established in call routing software.
Note: Through this process, calls are directed prior to being answered on the receiving end.
What is the Primary Objective of Call Routing?
Primarily, the objective of routing a call is to quickly connect a caller to the right department or best agent. Thus, the particular issue of that individual is instantly dealt with. In case no professional or department is available to resolve the concern, the call is queued or transferred to voicemail boxes.
- Keeping this goal in mind, calls are strategically managed.
- These strategies can involve establishing ring groups comprising agents from a specific department.
- Further, admins can set the hours for routing.
- Outside these hours, a prompt for scheduling an automatic callback can be given to a customer.
How does Phone Call Routing Work?
The call routing feature works through software. The business call routing software functions by gathering and analyzing the data of callers. This helps in determining their intent. This is ensured through a contact number/extension dialed. In addition, an IVR or Interactive Voice Response system can be used. It can auto-play commands or messages that have been pre-recorded.
- Afterward, calls are queued. The process occurs as per pre-determined criteria or rules.
- Next to this, they are distributed to the most suitable agents.
- Each caller gets connected to the professional who can best resolve his/her concern.
Which Call Routing Software Works the Best?
For smoothly directing calls, Teldrip is among the best software solutions to trust. This call routing software works to attain efficiency to the maximum. It optimizes communication through its advanced functionalities. Through these, outbound and inbound telephone calls can be directed to particular destinations.
- The functioning of this software can make customer services better.
- It can excellently optimize the allocation of resources.
- Note that this solution is cost-effective.
- It can benefit enterprises/companies operating at medium, small, and large scales.
Tip: One can request a free demo to check how smoothly and effectively Teldrip routs calls.
Finally
Call routing is a useful feature that queues customers’ calls and sends them to the desired departments. It works through a series of steps, involving the collection of callers’ data, an IVR system, etc. With the top call routing software such as Teldrip, the functioning becomes more systematic, smooth, and beneficial.