1.
CALL ROUTING
STRATEGIES
TO IMPROVE
CUSTOMER
EXPERIENCE

2.
Callroutingistheprocessofsendingvoicecallstoa
particularqueuebasedonpredeterminedcriteria.
Itallowsbusinessestoconnecttheircustomersto
therightagentasquicklyaspossible.
WHATISCALLROUTING?

3.
HEREARETHEMOST
COMMONCALLROUTING
METHODS:

4.
NEXTAVAILABLEAGENT
ROUTING
DIRECTROUTING
ROUTINGBYCALLERIDSKILLBASEDROUTING
PERCENTAGEBASED
ROUTING
PREDICTIVEROUTING

5.
BusinessesuseanAutomaticCall
Distributor(ACD)tosendtheincoming
callstothoseagentswhohavebeen
waitingforthelongestperiod.
Ifnoagentisavailable,thenthecall
waitsinaqueue,untilsomeoneisfreeto
takethatcall.
1.NEXTAVAILABLEAGENTROUTING

6.
2. SKILL BASED ROUTING
Anautomaticcalldistributorroutecalls
tothenextavailableagentwithinagroup
ofemployees,havingsomespecificskill
set.
Forinstance,callsarealsoroutedbased
onthepreferenceoflanguage.Agent
skilledinaparticularlanguagereceives
thecallsforthatlanguage.

7.
3. PREDICTIVE ROUTING
Predictiveroutingaimsatachievingan
outcomefromcustomerinteractionby
analyzinglargeamountsofcallerand
agentdata.
Itusesartificialintelligenceandmachine
learningtodeterminehowcallswillbe
routedtotheagents.

8.
4. DIRECT ROUTING
Directroutingistheprocessofproviding
thecustomerswiththedirectcontactof
thedepartmenttheyintendtocall.
Thismethodofroutingensuresthatthe
customersgetconnectedtotheright
departmentonthefirstcallitself.

9.
5. ROUTING BY CALLER ID
Eachcustomerisallotted auniquecaller
ID.Thephonenumbersandconversation
ofsomecustomersarerecordedbased
ontheir concernedmatter.
Whenthecustomerscall,thecallgets
routedautomaticallytotheconcerned
agentdependingupontheprevious
conversation.

10.
6. PERCENTAGE BASED
ROUTING
Thismethodofroutingensuresthat
thereisafairdistributionofworkload
amongalltheagents.
Routingstrategyisdesigned,keepingin
mindthetotalpercentageofcalls
receivedperagentanddistributingit
accordingly.

11.
Callroutingisanessentialpartofdevelopingefficient
customerservicestrategies.
Intelligentcallroutingcanhelpinachieving personalized
engagementwiththecustomersanddeliveringgreat
customerservice.

12.
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Formoreinformation,callusat
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13.
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14.
3CallRoutingMethodstoConsiderInYourContactCenter
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REFERENCES