Call Routing Rules in Intelligent Call Center Software

Call centers heavily rely on a call center solution to keep their operations running. A majority of call centers invests a lot to get the best in the industry call center software for their call center. The latest trend in this industry is intelligent call center software and it is considered as the best one. As one can assume it comes with a lot of features and if all features or at least many of these features are used at their maximum potential the call centers can increase the revenues at another level. However, the fact is different. Often the call centers fail to utilize all these advanced features their best call center software has and the reason for the same is they don’t have enough knowledge of the features. To help you understand the features of your call center solution, in this article, I will share a detailed understanding of different call routing rules available in the intelligent call center software. The call routing rules are very much important in the call centers, which run inbound calling campaigns such as, customer care center, customer grievance resolution center, support center, so on and so forth. Knowing different call routing rules can help you using the best call routing rule that can increase agent productivity and customer satisfaction ratios. Let’s check the top 5 call routing rules: Automated call distribution This is the most common and the basic call routing rule which is available in all call center solutions. It automatically routes the call to the agents. The criteria of routing a call to the agent can vary based on the inbuilt algorithm. Some of the most common are round robin / available agent / etc. Sticky agent This call routing rule sticks to the same agent and that’s why it is known as the sticky agent. In simpler words, the call of the customer gets routed to the agent who had attended the call of this customer last time. It means every time a customer calls into the call center, in more than 98% of cases, he will talk with the same agent. It means the customer deals with a one or maximum two agents to get his answers, which actually helps in increasing customer satisfaction. Skill based routing The call center software lets you store the skills each agent has. When a call comes in, the call center solution uses the algorithm to find an agent which has all or many of the skills which can resolve the concern of the agent quicker than any other agents and the call gets routed to this agent. Fewest calls call routing In this case, the call gets routed to the agent who has attended the fewest number of calls. Least talk time call routing Here, the call is routed to the agent who has the least talk time or call wrap up time. These are the top 5 call routing rules, and each of them is really effective. Using the right call routing rules can help you increase revenues.