Advanced Call Routing

Call Routing

What is call routing?

Call routing- which is used in business phone systems- is the procedure of automatically distributing inbound calls to a queue and then route them to specific employees or departments following some predefined criteria and rules.

Call routing and customer experience

Call routing is a must-have for every business, and most importantly for the ones with more departments, locations, and employees. Customers often get irritated when they can’t connect with the appropriate customer representative immediately. Not to mention the time wasted by employees answering and forwarding calls that weren’t intended for them. Well, this is definitely not an option for your business if you want a 5-star customer experience for your business. Rather, you must ensure that the prospects reaching your business over the phone, will be routed to the right agent.

Advanced Call Routing Quote about Customer Service 1

The core benefits of call routing

  • Prospects connect directly to the appropriate department
  • It helps increase conversion rates 
  • It helps provide better customer experiences 
  • It helps reduce wait time, missed calls, and voicemails
  • It helps increase employee productivity

By routing calls directly to the most appropriate call agent, businesses eliminate the time being wasted to forward calls internally, but most importantly ensure that specific inbound calls will be handled by the person who has the necessary skills and knowledge to do it.

Quick Example: Let’s say you run an insurance company providing life, medical, auto insurance plans, etc. Each of your agents specializes in only one insurance category so that they can best serve the prospective customers. Chances are that a caller interested in a medical plan, that will be routed directly to an agent qualified on medical insurance, will have a much better customer experience. In any case, you can validate the quality of your services, setting up call recording within Nimbata.  

Different ways to route your calls

Nimbata offers 4 different ways to route your incoming calls, according to your company’s structure:

  • Regular (Single-Line): The tracking number rings directly to a single phone line.
  • Multi-Line: The tracking number rings to several agents’ numbers until someone picks up.
  • Priority: The tracking number is routed to the destinations with a specific order.
  • Weighted: The tracking number rings based on preset weight assignments. If for example, call agent A should receive the 60% of inbound call volume and agent B the rest, you can configure arranging a specific percentage to each one of them. Weight assignments must total 100%.

Advanced Call Flows are included in the Marketing plan

To cut a long story short, customer experience along with sales should be your top priorities. Setting up Nimbata call tracking with advanced call flows for your business brings you much closer to your goals. Is there any reason to step back?