Mastering Call Routing: Boosts Efficiency and Customer Satisfaction

Long hold times frustrate customers. According to a CCW market study, almost 48% say it’s their biggest pain point when calling customer service. Call routing reduces these waiting times and gets customers to the right person faster.

Customers appreciate not being transferred repeatedly or having to repeat themselves (one-third of customers dislike repetition). Using business phone systems with integrated call routing offers businesses several management features to route calls efficiently. This creates a better customer experience, which helps build strong customer relationships.

By implementing a comprehensive telephony software like Luware Nimbus and our attendant console with flexible routing capabilities, organizations can effectively tackle the top 5 pain points highlighted in the CCW study.

Call routing is a key asset for any contact center solution. It ensures calls are distributed evenly among staff, minimizing idle time and improving resolution rates. Routing inbound calls efficiently from the start saves businesses money.

These routing systems can also incorporate various routing work processes and offer specific functionalities, like fixed order routing, and setting up ring groups.

They make call routing easy for businesses of all sizes and empower customer service teams to manage inbound calls based on business hours. These systems are powerful contact center solutions that can greatly enhance a resource center or contact center’s operating efficiency.

Connecting callers to the most suitable agent instantly improves first call resolution (FCR). Resolving the issue on the first contact boosts customer satisfaction (up by 1% for every 1% FCR improvement, as research from the SQM Group showed*).

Quick resolutions improve agent morale too (sometimes by as much as 5%). An efficient routing service enhances both customer and staff satisfaction. Businesses can set up different routing rules, using IVR menus and the skills-based routing approach. This connects callers with the right contact center agent based on caller input via voice response and the agent's skill set. Call routing allows businesses to offer seamless customer interactions that drive customer satisfaction. For instance, routing rules can forward callers from the West Coast to contact sales teams during business calls in their respective time zone.

Call routing works to improve productivity. Call routing and contact center software solutions, paired with automated callback options, can enhance financial services, product knowledge, and customer relationships for small businesses. Inbound calls are dealt with minimal waiting time by using the time-based routing functionality to get the calls based on each center agent's availability. The routing process, along with an agent solution to minimize agent number dialing, are all included as part of the contact center operating expenses. The system will often identify a caller via phone number or caller’s IVR menu choice, and then analyze the caller's intent with customer data to determine which center agent's skill set best fits.