Call routing

What is call routing?

Call routing, also known as Automated Call Distribution (ACD), is a feature that automatically distributes inbound call routing and incoming call routing for your customers to a specific agent, department, or a queue based on your preferred criteria inside your cloud-based call center software. This ensures a smooth and efficient process for handling customer queries.

Companies can gain complete control over the flow of the inbound calls by defining the conditions and choosing if they will be distributed randomly or assigned to an agent with the highest priority.

Who benefits from the call routing?

Businesses of all sizes that receive incoming calls regularly can benefit from business call routing in their software for call centers. Medium-sized businesses, large and enterprise companies can benefit from the priority assigned to make sure that skilled agents in the correct department handle all calls. In addition, deploying other features of the built-in call center, such as internal calls, IVR, or call transfers, can increase the benefits even better.

Small businesses, solopreneurs, and freelancers can take advantage of random assignment and other advanced call center features such as video chat or IVR. No matter the size of your company, a call routing for small business feature ensures that customer service is optimized.

How does call routing work?

Call routing, or automated call distribution, appears each time your customers initiate an inbound call. In the beginning, they hear an automatic welcoming message or a request to stay on the phone and wait until one of the agents is assigned. Thanks to the call routing service, your system efficiently manages routing calls to available agents, ensuring customers are not left waiting too long in a queue. Additionally, this call routing system helps to route customer service inquiries to the right department, improving overall customer satisfaction.

Call routing example

As an example, let’s say that John wants to inquire about an issue with an order he made earlier on your website. Thus, he calls your help desk number, selects the appropriate option within IVR, and the call routing feature transfers his call to the next available agent. Thanks to the call routing feature, John doesn’t have to dial different numbers for different agents, and he doesn’t have to wait in a long queue.

What are the core features of call routing?

Random assignment

With call routing software, all new incoming calls from your customers will be assigned randomly to one of your available agents for a call. You can define the department where the calls should be routed in settings. The call routing system for business allows you to create a tailored call routing solution to maximize efficiency and ensure that customer calls are routed to the correct department quickly and seamlessly.

Routing time

It allows you to define the number of seconds after which the call is routed to another agent. Calls are routed to the random order of agents. Thus, you can improve the first call resolution by decreasing the wait time.

Priority assignment

The new call will automatically assign a free agent with the highest priority and longest time since the last call. Therefore, you can utilize the availability of your agents to the maximum.

Maximum queue time

Determine the maximum time limit an incoming call stays in a queue. After the defined time is up, the call will continue in an offline section of your IVR.

Business benefits of intelligent call routing

Increased customer satisfaction

Intelligent call routing can create a more personalized, efficient, and better customer experience. By utilizing VoIP call routing and an intelligent call routing system, businesses can streamline operations, ensuring customers are connected to the right agents without delays. Additionally, incorporating IVR call routing and intelligent contact routing further optimizes the call experience, guiding customers to the appropriate agent or department based on their needs.

Reduced operational costs

Maximizing the potential of your support agents while lowering the idle time results in reduced operational costs.

Fast and accurate contact

Connecting the customer in a queue with the available agent as fast as possible can be handled in a matter of seconds.

What are other beneficial call center features?

Interactive voice response

Automate your workflow by setting up your own Interactive Voice Response (IVR) in just 5 minutes. Create a unique IVR tree and provide an even better, more customized, and personalized customer experience. Interactive Voice Response is a great way to speed up your customer support and fasten the first call resolution of issues. Direct your customers to the correct department and agents by giving them options to describe their problems in advance briefly.

Unlimited voice recordings

LiveAgent provides you the opportunity to store all of your voice communication with customers for legal or support purposes. Play, download, or get back to them anytime during the whole duration of your account to serve even better customer support. We do not limit you on the amount or length of each of the voice recordings.