Top 5 benefits of smart call routing for your business

Do you want to improve your customers retainment rate, have call agents who can manage increased call volumes with ease and optimize your communications costs? Use the smart call routing feature of your cloud phone system. Find out what are its top 5 benefits for your company.

call routing

When the volume of calls increases, it can be difficult for your agents to handle them all effectively. You could help your team by implementing an efficient call routing system that manages incoming calls and distributes them accordingly. That will ensure they stay calm and focused while answering the many questions that come in during such times of increased workload.

Read on to discover why call routing is a top feature in your cloud phone system and which are the best five advantages of smart call routing.

Introduction to intelligent call routing

smart call routing

What is call routing?

Call routing or an automatic call distribution (ACD) system is an advanced feature of your cloud telephony solutions that enables incoming calls to be sent and dispatched automatically to the right agent based on predefined/preset rules and criteria.

It is a call management process that aims to bring a positive customer experience to your callers and optimize the use of the company’s valuable but limited resources. Intelligent call routing software is considered cutting-edge technology. Today it is accessible not only to contact centers but also to small and medium enterprises.

Smart call routing is designed as a sophisticated system that unifies specific menu options selected by the caller, customer profile, and predetermined routing criteria that are set within the telephony solution. The call parameters that are taken into account include call volume, time of the day, language preferences, the department requested, and agent availability.

With the help of intelligent call routing, your business can increase its first call resolution, improve the responsiveness, accuracy, and speed and help its customers to reach fast the desired endpoint, ensuring no more missed calls.

What are the major benefits of call routing?

The benefits of call routing are many, and it’s easy to see why this would be an appealing option for businesses. It can help improve waiting times by directing specific calls to the best-fit agents within your network; you’ll also likely get faster resolutions as well!

Predictive call routing is a valuable feature of your cloud telephony solution that allows you to optimize the daily workflow of your customer-centric departments – sales, marketing, and support. It is a strategic tool that improves your employees’ efficiency and collaboration.

Below are the top 5 benefits of implementing intelligent call routing as part of your communications strategy.
call center happy clients

Improve customer satisfaction

Efficiently resolving customers’ problems is the primary objective of any business. If it is a large company, the call center is usually the main point of contact, and intelligent call routing is the right tool for achieving this goal.

For small and medium companies, contacting the right representative fast is still crucial. And the call routing feature of your cloud phone system allows you to send the inbound calls to your sales, marketing, or support coworkers immediately.

How exactly does automatic call distribution enhance customer experience? It can be either by:

Reduced waiting times – smart call routing minimizes waiting time by instantly assigning the incoming call to the available agent based on different criteria. The main point is that callers do not have to wait in queues, as the system automatically recognizes the agent who can answer the phone according to his/hers presence status.

Issues are solved faster – as clients or partners reach the right representative quickly, this ensures that problems are handled promptly.

If the system applies skill-based call routing, you will likely notice an increase in the number of your first call resolution.

The reason is that intelligent call routing links the right expert for customer concern, who is available to take the call right away.

Decreased number of call abandonment – as callers spend less time on the phone waiting to be transferred and redirected and only after that connected to the right agent the number of call hang-ups also drop significantly. So, your business will never miss important calls that can turn into important clients.

Use smart call routing feature of your business phone system to have loyal and happy customers!

Optimized workforce management

optimized workforce

It can be overwhelming to take care of all the calls coming in at once, but call routing helps prevent this by balancing out your team’s workload. Thus your colleagues can focus on the essential – to provide better customer service by solving issues fast and efficiently.

Benefits related to workforce time optimization:

Higher productivity and better performance- smart call routing connects the expert with those who need the expert’s help. It happens instantly as the system automatically identifies the available call agent. That allows your employees to focus solely on your customer needs enhancing their productivity.

Well-balanced agent’ workload – depending on the specifics of your call center software or business phone system, you can set up the smart call routing to dispatch the inbound calls evenly among your support staff. Thus the workload will be balanced, and your agents will not feel overwhelmed while handling efficiently high call volumes.

Costs efficiency

costs optimization

Cost efficiency is an important benefit of smart call routing. Businesses can save time and money by automatically directing calls to the most appropriate agent or department. In addition, intelligent call routing can help organizations better track and manage their inbound call volume, making it easier to identify opportunities for improving the call center operations.

Implementing a smart call routing strategy enables you to reduce costs per interaction for your business. With its help, callers do not have to go through long phone menus or indefinitely wait while they’re transferred around internally between departments. So the faster customer and agents match, the quicker they will find problem resolutions, and ultimately they can save money spent on the call incoming charges.

Another perspective on how predictive call routing optimizes costs and brings more profit to your business is the fact that using this system minimizes the options for missed and lost calls. Furthermore, the better customer service that your callers experience by immediately connecting them to the right person helps you turn them into loyal and happy clients.

Help your callers reach faster the desired contact person with Mixvoip smart call routing feature, while you optimize your business costs!

Flexibility

With intelligent call routing, your business gains a competitive edge by allowing customers to connect with live agents 24/7 and 365 days.

The system is constructed to match appropriate support resources according to your customers’ needs when they contact you over the phone or via the chat window.  

Not only does that make things simpler and more flexible for everyone involved, but providing resourceful information while maintaining personalized services transforms into higher conversion rates.

Scalability and Simplicity

call center simplicity

One of the main benefits of smart call routing software is its scalability. It scales up and down hassle-free following the dynamics of your business development.

Companies can choose between different deployment models depending on their unique communications requirements – including legacy systems integration, automatic call distribution, and enhanced IVR systems. That allows easy expansion as needed without having an adverse effect on performance during peak hours. The end result is increased growth rates.

Simplicity is another important advantage of call routing for your business. Intelligent call routing removes all of the complexities of pre-route and computer telephony integration to design a tool that gets your calls answered quickly based on real-time status and expert skills. 

In conclusion

Smart call routing allows your business to provide customers with 24-hour accessibility and personalized support. Your company will gain a competitive edge when providing resourceful information compelling enough for potential clients who need help with their queries through live chat or phone calls during any hour of the day!

Intelligent call routing is a phone system feature that can save your business time and money. Automatically directing calls to the most appropriate agent or department can help improve customer service and reduce operational costs. In addition, smart call routing can help you better track and manage your inbound call volume, making it easier to identify opportunities for improving your call center operations. Overall, predictive call routing can be a valuable tool for any business that relies on telephone calls as a part of its daily operations.