Top 5 Call Routing Strategies to Improve your Customer Service

The pace of technology adoption is speeding up with the online market place, and growing popularity of e-readers has changed the way of business. And that has made us focus on the customer service a lot. Your customer service department should be designed to communicate with the customers and their issues efficiently. So, you can manage complex tasks to reach the optimal customer experience and manage their call routing strategies.

Call Routing – Sophisticated Call Handling System for Your Business

Call routing is an excellent tool for business and a vital part of any efficient customer service strategy. It can route calls to different people in different locations, forward calls to any device such as mobile, VoIP, landline, etc. By forwarding calls to the right department on the first attempt, the level of customer satisfaction increases with overall reduction in the operating cost.
“More than 80% of Americans agree that smaller businesses give more importance on customer service than large businesses. So it’s easy for small business to compete with large companies and engage customers for better growth.

Call Routing benefits your business in many ways like:

• You never miss an important business call
• You can prioritize the calls to reach customers anytime, anywhere.
• You can talk to your customers 24x7x365 days
• You can eliminate revenue losses from lost calls
• You can double the conversion rates with more call volumes
• You can capture more business leads

There are some questions needed to be asked for call routing service for any business:

  • How do you transfer your customers call to the right person as quickly as possible?
  • How do you take care of the long hold time, customer frustration or defection of your customers to competition?
  • How do you ensure first call resolution?

For above all the questions there is only one answer that is an effective Call Routing Strategy that can improve your customer interactions, handle incoming calls, and reduce the operational costs for your business.

Here are 5 call routing strategies your business should consider:

1) Direct Routing
Direct routing is the most common routing option implemented by businesses to connect customer calls with the right department. There are different numbers in your business, and you provide the numbers that are assigned to each department (i.e. sales, support, etc.) for the customers to dial and get the service.
The customers are directed to the right department they intend to call with a direct number. Its disadvantage is it can have long wait times as the call is connected to the first person in the list and then connects to the second person.
2) Location-Based Routing
Location based call routing uses the city, state, or area code of an incoming call for routing the calls to that particular location. It helps your customers to reach a right agent at the nearest location, so your business never misses an urgent call.
Here the business might have a toll-free number for making the customers calls free with a single number provided to them. While the company has to pay for each call a customer make and there may be some missed calls also due to different time zones.
3) IVR Routing
IVR or Interactive Voice Response is the best option for any small businesses looking for call routing services. It interacts with the customers and gathers information about the purpose of call with a pre-recorded audio and route the callers to right direction.
IVR relies on pre-recorded questions and responses to interact with the customers where they have to select from the pre-determined options using keypad numbers or voice recognition for their inquiries. After gathering all the details about the client, it forwards the call to a live agent to handle call inquiries.
4) Skills-Based Routing
Skills-Based Routing (SBR) is a part of ACD or automatic call distributor systems that direct the customers to agents with the most applicable skill sets. It utilizes each agent’s strengths and weaknesses by assigning those calls to handle difficult customer queries and resolve it.
This improves agents’ efficiency, offers highest potential call resolution rate, reduce call handling time and also provide great customer satisfaction. Skills-Based Routing is best for large sized business as they have specialized agents or experts to handle difficult customer inquiries easily.
5) Database Routing
Database routing integrates with customer database for directing the calls. By integrating call routing with the customer database, the agents can look up the phone number, history of call interactions, etc., to take decisions.
Database call routing identifies a caller by number and then directs the call to appropriate agent for handling the inquiries. For example, an existing customer is directed to support agent, and a new customer routed to the sales department.


A good call routing strategy benefits every business by delivering great customer service, increasing first resolution rate and maximizing agent productivity. Call routing is the fundamental part of call center solutions. Still, organizations don’t take care of business. Intellogue’s virtual PBX/IVR system offers call routing service with high voice quality so that you never miss a call again. Our cost of operation is less with high service quality and advanced routing based on team availability.

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