Most contact center professionals understand the value of Intelligent Call Routing. A contact center handles a variety of calls that require different types and levels of service. Some calls are best handled through automated response mechanisms. Other calls are ideally assigned to different agents based on levels of experience, training or even geography.
Speedeon Data Blog
Call routing into inbound call centers is a complex amalgamation of customer profiling, networking, database management and telephony. It is so complex that perhaps it is just easier to not bother – after all, we are all really busy.
But what if there was a simple way to get started – a really simple way? Would it be worth doing then?
Here’s one simple way…Let’s use the example of inbound catalog orders for children’s toys. First, divide your inbound CSRs into two groups: the ones with children and the ones without children. The human capital part is now done. Next, as inbound calls come into the switch, send the corresponding telephone numbers for reverse phone append in real-time. Have the reverse phone append process return the name, address and one single modeled demographic element – for our example let’s choose “Presence of Children”. Now, route the appended customer data to the CSR group that matches the “Presence of Children” data – that is send the callers that have children to the CSRs that also have children. Inbound call routing can be that simple, and it can lead to dramatic increases in customer satisfaction, CSR performance and sales.