Call routing refers to the process of directing phone calls to a specific destination or person based on pre-established criteria.
It's a fundamental component in telecommunications and call center operations.
Automated Direction of Calls: Call routing automatically directs incoming calls to the appropriate destination or agent based on predefined rules or criteria.
Skill-Based Allocation: It often involves skill-based routing, where calls are directed to agents with specific skill sets, ensuring that callers are connected with the most suitable representative for their needs.
Efficiency and Load Balancing: Call routing is used to balance the load among available agents or departments, enhancing operational efficiency and reducing wait times for callers.
Use of IVR Systems: Interactive Voice Response (IVR) systems are commonly used in call routing to guide callers through menu options, allowing them to choose the nature of their inquiry for more accurate routing.
Global and Remote Routing Capabilities: Modern call routing systems enable calls to be routed to different geographic locations, including to remote workers, providing flexibility and business continuity.
Call routing enhances the efficiency of call handling, improves customer satisfaction by directing them to the appropriate service or representative, and contributes to the overall effectiveness of communication in business environments.