What Is Call Routing? (Explained for Beginners)

Technology has allowed for limitless opportunities for customers and businesses alike. One of the most useful and sought-after technology is the advent of call routing.

This process allows businesses to redirect incoming calls from customers to another location. Yet call routing has several other applications as well. 

This article aims to provide a beginner’s guide to call routing and give an overview of how it can help your business.

Call Routing: What is it?

Call routing is a process that is managed by phone call software. It’s designed to automatically direct inbound calls to the person based on pre-defined rules.

The primary goal of call routing is to ensure that callers are quickly and efficiently connected to the person that can best address their needs. This can be used in a wide range of settings, from small businesses to large call centers. 

This feature is also used in various business platforms, one of which is Salesforce Software. If you understand what is salesforce call routing and how it works, you can grasp better ideas about how it does with other software too.

How Does Call Routing Work?

Call routing works by utilizing intelligent software that identifies the incoming call’s:

  • caller ID
  • number
  • location
  • other contextual data

This information is evaluated through routing algorithms to pinpoint the best possible destination. There are different options available when it comes to routing incoming calls.

Depending on the type of call-routing system implemented, different functionalities can be utilized, such as call queuing, enhanced reporting, and so forth.

Call Routing Strategies

Call routing strategies are used to determine how incoming calls are routed within an organization. This is done to provide customers with a better level of service and to maximize efficiency.

Skill-based Routing

This strategy involves directing calls to the team member with the most appropriate skills to handle the call. For example, a company might use skill-based routing to direct technical support calls to team members with expertise in that area.

Time-based Routing

This strategy involves directing calls based on the time of day. For example, a business might use time-based routing to direct calls to a different team member outside of regular business hours.

Geographic Routing

This strategy involves directing calls based on the caller’s geographic location. For example, a company might use geographic routing to direct calls from a specific region to a team member who is familiar with that area.

Interactive Voice Response (IVR) Routing

This strategy involves using an automated system to direct callers to the appropriate team member. It is based on their responses to pre-recorded prompts. IVR routing can also reduce the number of calls that a contact center receives. 

Streamlining Communication and Improving Customer Service Call Routing 

Call routing is an important aspect of call management that can help a business streamline its communication processes. Also, deliver excellent customer service. With a range of call strategies available, a business can tailor its approach to meet unique needs and improve its call management processes.

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