Here are a few tips that could help call centers in routing their calls intelligently:

Provide Right Agent At The Very First Time: FCR or First Call Resolution is very important while delivering customer support services. The callers should be connected to the suitable agent in the very first attempt rather than making them call again or on a different number. Make sure that you are able to get callers to the right agents or are able to provide them the right information in the very first attempt.

Simple IVR With Limited Options: IVR systems can be a great help but they can also be a big nuisance if they are not properly built. Try to keep the IVR as simple as possible so that callers are able to use it easily. It is recommended that you do not keep more than 4 options in any menu in the IVR. Callers might get confused or might forget the options if there are too many of them.

IVR system That Could Fulfill Individual Needs: Not every caller has the same issue therefore it is required that you do not treat every caller in the same manner. For example, if somebody has already booked a holiday package then do not make them go through all the menus asking them and informing them about holiday packages.

Don’t Miss Any Call: Network queuing can make many callers end the call during peak demands. These missed calls can be highly dangerous for your business as you may lose your customers because they did not get solutions to their queries on time. Whether you have to hire more agents or you have to modify your IVR system, but the calls of your customers should not be missed.

These are some of the tips that could help call centers in routing their incoming calls intelligently and allow them to better serve their customers. Further, call center service providers should remember that the main purpose of call routing is to provide quick and effective solutions to customers and achieve high levels of customer satisfaction. If strategies are implemented while keeping this in mind then you will surely achieve good results.