Call Routing

Call Routing defines how a call centre ACD distributes traffic to ready, available and appropriately skilled agents.

Types of call centre routing:

There are numerous ways of routing calls in a call centre and determining the right strategy for your business requires some technical skills and a clear objective on the required service you want to provide for your customers.

Call routing is a feature of your ACD so depending on your model, none, some or all of these may be available.

Here’s a few to get you started:

Longest Wait Routing

The most traditional method where the longest waiting calls are connected to the longest available agent.

If no one is available the call is placed in a queue.

Time-Based Routing

The system directs calls to different destinations depending on the time of day or based on the length of the wait times.

For large global operations, time-based routing can be used to direct calls to different call centres around the globe to minimise the need to pay any night shift loading.

This is traditionally called the follow-the-sun model.

Skill-Based Routing

Skills-based routing requires a process to identify what the call is about, and then direct that call to the most appropriately skilled agent.

Identification of the call enquiry type can be done through an IVR, Speech Recognition, caller ID and more.

Number-based routing

Number-based call routing uses different inbound numbers (e.g. a 1800 priority number) to enable you to provide better service to a defined group of customers.

Value-Based Routing

Using a combination of CTI and CLI, the ACD can determine the value of the customer (e.g. on spend, importance etc.) and use that information to route to the most appropriate agent.

Recommended further reading:

These days there are even more options to consider including multi-channel routing (including live chat, emails, texts etc) and last agent (where the caller is automatically directed to the last agent they spoke to) just to name a couple.

The key is understanding the capability of your current ACD and then determining the level of service you want to provide for your customers.

Upcoming Industry Events:


Customer Service Emails – Dec 2020

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The December 2020 Customer service emails training course is designed to equip frontline correspondence Team Members and their direct Team Managers with the knowledge and skills needed to effectively (with style) and efficiently (with a focus on reducing unnecessary repeat contacts) better manage complaints and enquiries received via emails.

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In this free webinar, Australia's leading customer service expert Jacquie Scammell provides some tips and insight into how to create a winning CX culture in your business.

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