A Complete Guide to Call Routing

Introduction 

In today’s fast-paced business landscape, efficient communication is the backbone of success. Whether it’s a small business or a large call center, ensuring that customers are connected to the right team or agent is crucial for maintaining satisfaction and streamlining operations. This is where call routing systems step in, revolutionizing how businesses handle incoming calls.

Call routing is a telecommunication feature where incoming calls are queued and directed to the appropriate team, department, or individual based on specific rules. These rules are often configured through an Interactive Voice Response (IVR) system, which allows the caller to navigate menus and provide inputs that guide the routing process. 

For example, in any call center, calls can be routed based on responses from the caller to IVR prompts, their location, or the skills needed to service their needs. The system ensures that live agents are assigned to relevant queues and optimizes the customer experience while maintaining operational efficiency.

Call routing is not limited to high-volume call centers. Businesses of all sizes use this functionality to manage their communications better. The system provides flexibility and control, whether routing calls through a main office number, to a specific team member, or even to voicemail.

Below, we’ll explore the fundamentals of call routing, how it works, and the various methods businesses use to distribute calls efficiently.

How Does Call Routing Software Work?

Call routing software ensures every incoming call is directed to the most appropriate/relevant agent, team, or department based on the criteria. These can be tailored to fit the unique needs of any business, optimizing customer service and internal communication. The software processes each call’s information, such as the caller’s input, time of the call, or geographic location, and uses this data to route the call effectively and seamlessly.

The software clarifies how the incoming calls are to be managed and directed toward appropriate destinations based on some predefined rules and criteria of the business. It also goes into call reception, analysis, routing decisions, connection, and monitoring.

The call routing software is the central hub for incoming calls. It intelligently directs such calls to the most appropriate destination/agent. The process includes the following steps:

Receiving Calls

The software receives incoming calls through different channels like – phone lines, VoIP or mobile devices.

Call Analysis

The software analyzes the caller’s information, such as phone number, caller ID, time of day, location, and even voice recognition in some advanced cases.

Routing Decision 

Based on the analysis, the software applies predefined routing rules to determine the best destination for the call. Options include:

1. Specific Agents:  Routing to individual agents or teams based on their skills, availability, and current call volume.
2. IVR Menus: A company uses an IVR to help a caller navigate a series of menus to select which department or service they wish to speak with.
3. External Numbers: Forward calls to another number, such as partner offices or mobile phones.

Call Connection

Connects the caller to a desired destination, which could be an agent, an IVR menu, or any other number.

Call Monitoring & Reporting

The software tracks call data, including call volume, call duration, call disposition-whether the call was answered, missed, or abandoned-and the performance of the agents. This data supports performance analysis identifies bottlenecks and improves customer service.

Why is Call Routing Software Beneficial for Businesses?

Call routing is important for improving customer satisfaction, enhancing operational efficiency, reducing costs, and boosting productivity. It emphasizes how effective call routing ensures seamless communication and better resource utilization.

Improved Customer Satisfaction

Quicker call answering times decrease customer wait times, leading to increased satisfaction.

Directing calls to the right agents ensures callers are connected to the most knowledgeable representatives and the call progresses seamlessly.

Increased Efficiency

Automates call distribution, freeing up receptionists and managers from manual call handling.

Optimizes agent utilization by distributing calls equitably and assigning them within the skill set of each agent.

Cost Savings

It reduces costs extensively.

The call abandonment rate is decreased, protecting revenue and relationships with customers.

Improved Productivity

It allows the agents to focus on their customer contact and resolve matters efficiently. It provides insight into data that improves call center operations.

The Role of IVR Systems in Call Routing Software

IVR systems are integral parts of call routing. IVRs use automated voice prompts and menus to guide the caller through options to reach the appropriate department or service. Here’s the key role of the IVR system in call routing software:

Initial Call Handling

Collects initial information from callers, such as account numbers or reasons for calling.

Call Triage

Directs callers to the appropriate department or agent based on their input and the urgency of their request.

Self-Service Options

Offers options like account balance inquiries, order tracking, and password resets.

Call Queuing

Places callers on hold in a virtual queue with estimated wait times if all agents are busy.

Benefits of Cloud-Based Call Routing Software

Cloud-based call routing offers several advantages, such as scalability, cost-effectiveness, remote accessibility, and seamless integration with business applications. These features make it an excellent choice for modern businesses looking to operate more flexibly and efficiently.

Scalability and Flexibility

Scale call handling capacity easily based on demand. Adjust to changing business needs and seasonal fluctuations in call volume.

Cost-Effectiveness

Eliminates the need for on-premises hardware and maintenance.

Pay-as-you-go pricing models reduce upfront costs significantly.

Remote Access

Accesses and controls call routing features from any place with an internet connection.

Integration

Seamless integration with business applications such as CRM systems and marketing automation platforms.

Methods of Call Routing Software

Explains various strategies for call routing, including time-based, skill-based, geographic, sequential, and simultaneous routing. Each of the methods is specifically designed to meet the business requirements, so calls are routed appropriately and customers reach the right resources.

1. Time-Based Routing

It helps to route calls according to the time of day or day of the week.

Example: Direct calls to a department during business hours and to an after-hours service line outside business hours.

2. Skill-Based Routing

Connects callers to agents with particular skills and expertise to deal with their inquiries.

Example: Route technical support calls to IT specialists and billing inquiries to customer service representatives.

3. Geographic Routing

Routes call according to the caller’s geographic location.

Example: Direct calls from a specific region to the nearest call center or local office.

4. Sequential and Simultaneous Routing

Sequential Routing: Connects calls to agents in a specific order, such as by availability or seniority.

Simultaneous Routing: Connects calls to multiple agents simultaneously, ensuring faster response times.

Types of Call Routing Software Systems for Businesses

The call routing software systems solution offers multiple methods of routing calls, ensuring efficient handling tailored to business-specific requirements. Below are the most common types of call routing, listed in a randomized order:

1. Intelligent Routing 

This method uses historical data, real-time analytics, and machine learning to select the appropriate agent to serve the caller. It also helps re-establish the calls to earlier interacting agents and can keep continuity and personalized experience on customer service.

2. Round-Robin Routing

Also known as rotary routing, this system allows a uniform distribution of incoming calls across a group of agents. This means every agent will get an equal amount of calls, distributing workload equitably. But if all agents are busy at one time, it results in wait times being higher.

3. Geographical Routing

Geographical routing routes calls according to the caller’s location, such as area code, city, or GPS coordinates. Thus, this would ensure customers are served by agents with knowledge about their region and, in turn, guarantee quality and satisfactory service.

4. Time-Based Routing

Time-based routing is where the call is assigned according to the agent’s time zone or the organization’s operating hours. This is especially efficient in global and geographically dispersed call centers and is used in combination with other routing methods for improved efficiency.

5. Least Occupied Routing

This approach sends calls to the agent who has received the fewest calls or the agent who spent the least time on customer interactions. This would balance workloads and help avoid agent burnout; it works best when used in conjunction with other routing techniques.

6. Percentage-Based Routing

Percentage-based routing distributes incoming calls among teams or locations by pre-set percentages. Many businesses with multiple call centers use this method to avoid swamping smaller teams with excessive call volumes.

7. Sequential Routing

Calls are forwarded in a sequence to the agents on a prior-defined list. For example, the first agent of the list receives the call first and, if unavailable, will forward it to the subsequent agent. This ensures there is an orderly and successive handling of calls.

8. Skill-Based Routing

This system routes calls to agents who have the most relevant expertise. For instance, technical support queries go to IT specialists, while billing inquiries are handled by customer service agents. This method improves issue resolution rates and enhances customer satisfaction.

9. Priority Routing (VIP Routing)

Priority routing gives preference to high-value customers or urgent issues. Using caller ID or account information, VIP clients are moved to the front of the queue to ensure that they receive prompt and premium support.

By combining these call-routing methods, businesses can enhance customer satisfaction, optimize agent performance, and ensure seamless call-handling efficiency. 

Benefits of Call Routing Software for Businesses & Enterprises

A well-structured call routing system provides businesses with a multitude of advantages, including enhanced operational efficiency, customer satisfaction, and cost savings.
The following are the key benefits of call routing for businesses:

1. Better Customer Experience

Faster Resolution Times: Calls are routed to the most appropriate agent or department seamlessly, thereby ensuring swift and effective problem-solving.

Personalized Support: Techniques like intelligent routing connect customers with agents familiar with their account history, thus fostering personalized interactions.

The shorter wait times are ensured using the techniques of priority routing and least occupied routing for the calling of high-value or urgent calls.

2. Agent Productivity

Workload Balancing: Techniques such as round-robin and least occupied routing ensure that workload is balanced among agents; the burning out of agents is reduced, and productivity is increased.

Skill-Based Routing: This ensures that calls are made to agents with specific skill sets, improving first-call resolution rates and reducing escalations.

3. Savings

Resource Optimization: The operational cost goes down since there is reduced dependency on manual intervention.

Efficient Staffing: Percentage-based routing does not allow the call center to get flooded; therefore, during off-peak times, less staff are employed.

4. Increased Operational Flexibility

Global Support: The use of time-based and geographical routing enables businesses to connect with their customers across time zones and geographies in a hassle-free manner.

Scalability: The call routing solutions are highly scalable, especially with cloud-based systems. It helps the business to increase operations within a short time to handle the growing demand.

5. Better Data Insights

Performance Monitoring: Call routing systems monitor metrics such as call volume, response time of agents, and resolution rates, which continuously allow improvement in performance.

Customer Insights: Real-time and historical data analysis helps businesses make better decisions and adjust service strategy to meet the needs of customers.

6. Better Brand Reputation

Customer-Centric Approach: Quality service is reflected in effective call routing, hence boosting customer trust and loyalty.

Competitive Advantage: There is a higher chance of retaining and attracting customers for any business that promises quick, effective resolutions of calls over its competitor.

7. Integration with Other Software

Modern call routing software also integrates its functions with CRM, ticketing tools, and analytics software. 

Using the benefits of call routing systems, businesses would improve their working efficiency as well as make better provision for customer support for long-term development and success.

Tips for Choosing the Best Phone Call Routing Software

Choosing the appropriate call routing software will give your call center operation much-needed efficiency and effectiveness. Here are some guidelines for choosing the best for your needs:

Scalable to Growth 

Pick one that can easily support the growth of your business without any impact on performance during higher volumes of calls.

Flexibility

Make sure the software is easy to add new features or users as your business evolves.

CRM and ERP Integration

Choose software that can easily integrate with Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems to give agents a full view of customers and make workflows efficient.

Third-Party Applications

Ensure the solution has support for third-party applications, allowing flexibility to respond to changing business needs.

Uptime Guarantee

Ensure the provider has a good history of reliability and minimal downtime.

Data Security

Determine the security of the software to ensure the sensitive information of customers and businesses is safe.

Advanced Features

Select software that provides more advanced call routing features such as skill-based routing, time-based routing, and priority routing.

Customization

This feature allows the flexibility of call routing rules to be configured and the system customized according to specific business requirements.

Future-Proof

The software must handle peak and off-peak call volumes efficiently without incurring any additional costs or time delay.

Flexibility 

A scalable solution will allow a smooth transition in case your organization changes or grows.

Easy to Use

A friendly interface minimizes the time required for training employees and reduces errors in daily transactions.

Accessibility

The system should be easy to use so that agents can get to the tools they require quickly.

24/7 Support 

Choose a provider who offers round-the-clock customer support for prompt resolution of issues that may arise.

Proactive Assistance 

Providers who provide training, onboarding, and regular updates can make a difference in making the most of the value of the system.

Value for Money 

Check that the price offered matches the features and value added to the business. Also, look for those that allow flexible pricing structures, such as pay-as-you-go.

Following these tips will ensure that you find the perfect call-routing software for your business needs, ensuring efficient business and a better experience for the customers.

Why Choose Emitrr for Call Routing Software?

Emitrr’s call routing software is an all-around solution for businesses looking to improve customer satisfaction and streamline their communication processes. It is designed for business organizations of all sizes as it integrates advanced features in an intuitive interface, resulting in smooth operations without technical expertise. Here, Emitrr not only enhances customer service but even captures every potential lead a business can get.

AI-Powered Call Routing

Emitrr is gearing up to integrate advanced AI into its call routing software, enabling smarter analysis of customer data and call context. This will ensure more personalized service soon.

Skill-Based Routing

Directs calls to agents with the required expertise, ensuring efficient query resolution and improved customer satisfaction.

Geographic Routing

Routes calls based on the caller’s location, enabling region-specific expertise for a more personalized and effective service.

Interactive Voice Response (IVR)

Offers self-service options, where the caller can navigate through menus and reach the right department quickly, thus reducing wait times.

Queue Callback

This allows customers to request a callback instead of waiting in line, improving their experience and reducing abandonment rates.

Real-Time Analytics and Reporting

This provides actionable insights into key metrics like call volumes, agent performance, and customer satisfaction. These insights help businesses optimize call handling and improve operational efficiency.

Seamless Integrations

Integrates with more than 500 tools, including CRM systems (Salesforce, HubSpot) and marketing platforms (MailChimp, Facebook). This means agents can access customer data, which helps in personalized interactions while streamlining workflows.

Automatic Call Distribution (ACD)

This distributes calls intelligently across teams, thus balancing the workload and reducing customer wait times.

Call Monitoring and Recording

Supervisors can listen to live calls for quality assurance and training. In addition, call recording ensures compliance and helps analyze performance post-interaction.

Call Tracking and Caller ID

Tracks call origins and outcomes to evaluate campaign success and customer behaviour. Caller ID softwarw shows customer information for agents, allowing for quicker and more personalized service.

Flexible and Scalable Solutions

Easily manages peaking volumes of calls as service quality is not negatively affected. Emitrr automatically grows with businesses, assuring future-proof solutions for all businesses.

User-Friendly Interface

Emitrr is designed to be easy to use, thereby allowing the agents to reduce training time, and so the business can start to use it immediately.

Emitrr Integrations 

• MailChimp
• Zapier
• Salesforce
• HubSpot
• Facebook
• HouseCall Pro

Emitrr Pricing and Ratings

Emitrr starts at just $30 per user/month (billed annually), making it an incredible value for businesses of all sizes. Plus, its exceptional customer service, rated 5/5 on Capterra, means help is always a call or click away.

Emitrr Support

Live Chat: Connect instantly with our representatives through live chat on our website.

Phone: Speak with our team at +1 (210) 941-4696.

Email: Reach out to us at [email protected] for assistance.

Knowledge Base: Explore our comprehensive library of articles and guides for quick solutions.

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The user-friendly dashboard and minimal training requirements make it easy to transition your team to Emitrr, reducing downtime and boosting productivity from day one.

Switch to Emitrr’s VoIP phone system today and transform the way your business communicates. Embrace flexibility, scalability, and efficiency with a platform built for the future of work.

FAQs

Conclusion

Call routing is an essential part of business communication in the modern world. It ensures that customer calls are handled efficiently and effectively. Whether it’s call routing software, a phone routing system, or cloud-based call routing solutions, these tools provide flexibility and scalability, catering to businesses of all sizes. VoIP call routing and automatic call routing, ensuring seamless connectivity and productivity. With advanced features such as skill-based routing, intelligent analytics, and seamless CRM integrations, businesses can enhance customer satisfaction, boost agent productivity, and streamline operations. Whether you are a small business looking to provide professional support or a large enterprise looking to optimize global customer interactions, call routing software can transform your communication strategy.

Emitrr helps you upgrade your communication game. Book a quick demo today to see how Emitrr can help you achieve scalability. Switch to Emitrr’s VoIP phone system and experience the future of call management! Investing in the right solution not only saves time and resources but also fosters long-term customer loyalty and business success.