What is Call Routing and How it Works? [With Types]

Call routing system automatically directs inbound calls to specific agents or queues based on preset rules or criteria. Generally, businesses route calls according to callers' issues, queries, and agent availability. 

Call routing is also called Automatic Call Distributors (ACD) system as it automatically answers, queues, and allocates inbound calls to agents. Whether a small company or a large enterprise, optimizing incoming calls is essential so customers can reach the right agent whenever they call.

The method used for call routing depends on caller intent. It sends callers to the correct queues based on callers' input, pre-established rules, and routing strategies.

Generally, call routing goes through 3 phases while assigning calls.

• Qualification Phase: The first step in routing calls involves determining who the caller is and the reason for calling through the IVR (interactive voice response) series of automated questions.
• Call Queuing Phase: Depending on the caller's answer to the IVR menu option, the call is then placed in the queue of the agents based on their skills and availability.
• Call Distribution Phase: In this stage, the system sends calls from queues to the appropriate agents available to receive a call.

Call routing systems must consider call volumes, customers' intent, and agents' availability to ensure effective and efficient call management.

• Call Volumes: The number of calls a business receives daily determines a rule or criteria for call routing. Even during peak hours, the system should be able to prioritize and route calls selectively, ensuring customers are matched with skilled agents.
• Customer Intent and Sentiment: Call routing systems must determine the clients' purposes and sentiments, such as urgency and frustration, to direct calls to the appropriate department.
• Time: You can observe the time of the day your business receives the maximum amount of calls and set call routing accordingly. After business hours, You can direct calls to Voicemail or after-hours support staff.
• Agents' Availability: For efficient call handling, you must ensure only available agents receive the calls. Call routing tracks which agents are busy, on break, or unavailable and routes calls to available agents.
• Agent Qualifications: You must provide the right service at the right time to customers. Routing calls based on agents' skills allows you to handle customers’ queries efficiently.

The types of call routing are based on caller intents, location, time, available agents, and routing strategies.

Fixed call routing routes calls to the specific department based on the predefined rules. The system directs the Calls to the first staff member on the list and moves to the next until someone answers the call.

For example, if the List is A, B, C, and D, A will receive a call first. If A is busy, the call is directed to others sequentially. But as soon as A becomes available, it is back at the top of the priority list.

Time-based routing routes calls based on agents’ business hours, specified time of day, or time zones. Calls are routed to the agents or departments that are currently available during the time of call.

Round-robin routing evenly distributes calls among a group of representatives. The system assigns the initial incoming calls to the agents first on the list, and then the next call to the first agent comes only after each receiver attends one call. It prevents agent one from being “first in line” to receive calls each time.

Intelligent call routing routes calls according to call priorities, customer needs, and agents' skills. The system uses advanced technology to analyze caller information and match them with the agents best-suited to handle their calls.

Interactive Voice Response (IVR) uses pre-recorded menu options to interact with callers, gather information, and route the call to the most appropriate department. You can customize the IVR menu according to your business needs.

Least occupied routing routes calls to the agent who has handled the lowest calls or spent the least amount of time talking to customers. Distributing calls uniformly minimizes the agent's workload and decreases burnout.

Example: In a call center with five agents, Agent A has taken 10 calls, Agent B has taken eight calls, and Agent C has taken five calls each. When a new call arrives, the system routes it to Agent C, as it has handled the fewest calls so far.

Call routing helps businesses manage high inbound call volumes more efficiently. It reduces missed calls and wait time and enhances customer experience.

Call routing ensures that each incoming call is immediately directed to the right agent or department. It eliminates the need for manual call transfers, reduces wait times, and prevents customers from repeating the same queries during each transfer.

Call routing checks for the availability of agents to receive calls and route calls to the available agents. If an agent is busy, a call is placed in a queue rather than terminating a call, preventing missed calls and enhancing customer engagement.

When one agent is busy, calls are automatically routed to available team members or redirected to voicemail, minimizing the chances of customers hanging up. It also offers options like call queue and callback, allowing customers to choose to stay in the queue or request a callback instead of ending a call.

Call routing uses a series of automated questions to determine callers' reasons for calling and routes calls to skilled agents. It ensures agents address customers' issues and queries in the first call and reduces unnecessary transfers.

Call routing ensures Customers are connected to the appropriate and available agent, reducing wait times and preventing unnecessary transfers. When their issues are solved shortly, customers feel valued, enhancing their overall experience with the business.

Round-robing or least-occupied routing helps distribute calls evenly among available agents. It prevents any single agent from being overwhelmed, reducing stress and enhancing their performance.

Routing systems optimize the available staff, allowing fewer agents to handle calls, which reduces the need for excessive employees. Moreover, it shortens call times and average handling time (AHT), reducing call costs.

An intelligent call-routing system routes potential and important customers to the most qualified sales agents for successful transactions. It ensures businesses provide timely and focused attention based on sales values and urgency.

Call routing is an essential system for businesses to maintain efficient communication and excellent customer service. Automatically directing incoming calls to appropriate agents or departments helps minimize wait times, reduce frustration, and improve customer satisfaction.
 

Call routing ensures that each incoming call is directed to the most appropriate location, office, department, or agent based on predefined rules.

Call routing connects clients to the best agents based on their queries and issues, reducing call wait time and call transfer, which enhances customer service efficiency.

When setting up call routing, businesses must consider call volume, peak hours, business hours, customer intent, agents' skills, and emergency or priority call handling for the best customer call center experience.