call routing

Don’t you want to enhance client satisfaction in your business? The best way to do this is implementing call routing tactics.
Most people get annoyed if they have to call repetitively or they have to wait for long to get resolutions or multiple attempts to get connected with the agent. You can greatly minimize these issues by installing software for call routing. Connecting with the right people is very important to make happier clients and accelerate resolution rate.

Here are some strategies to increase customer retention.

Reduced Customer Hold Time

One of the main things that people (customer) get disturbed is with long hold time. If skilled agent has to answer the call, then it would take long time for the customer to wait for that dedicated agent. Look for multiple lines and www.dial800.com many agents to decrease the customer hold time drastically and if the call crosses a limit, then make sure to transfer the call to another agent automatically, before the customer requests for it.

The skill-based routing system can solve this problem, expanding call center revenues. Assign a specific period of time to each agent that makes them to take more calls.

Customer Retention

The CRM interface can calculate the impact of each customer’s call. Apart from the required skills and account detail, retention index can be utilized to show a warning (alert) to rep, prioritizing the call, indicating message, etc.
Routing Outside of Center, and Across the Enterprise

Most of the Call Center Companies route calls within the organization; the modern systems come with a feature, named as presence, which allows creation of an internal contact center.  The calls can be shared across several networks, and it allows people to join the queue in case of urgent situations or crisis management.

In a nutshell, implementation of the right call routing strategies can lead to better resource utilization, and improved response times.