IP PBX- Know All About Call Routing and Call Management Options

 

Call routing is a process of directing incoming business calls to a desired endpoint. To understand the process better, let’s take a practical example. Imagine you want a new checkbook from your bank. After dialing the bank’s phone number, a computer-operated voice greets you and offers you a wide range of options:



  • Know your account’s balance
  • Find details related to your credit or debit card
  • Request the last five transaction details
  • Or others

 

You can say you want a checkbook by pressing a number and stating your request verbally. The computer-operated system understands you want a new checkbook and forwards the call to the team that handles checkbook requests so that you can tell how many checkbooks you want and from which branch you want to receive the package.

 

That’s the work of a sophisticated call routing system. It knows what exactly you want and forwards the call to the right agent who can fulfill your request. The system is a boon in the present age when more than 80 percent of customers look to solve their problems by speaking with just one customer service representative, data by Salesforce reveals.

 

Before the late 1970s, call routing was done by human switchboard operators. It made the manual process extremely time-consuming. But the advent of modern call routing technology was a game changer. By leveraging the new technology, businesses enabled their customers to connect with the right agent or department.

 

Let’s understand how call routing works.

 

An IP PBX (Internet Protocol Private Branch Exchange) phone system can route calls in several ways. IP PBX software uses several data points and historical information to route calls efficiently to the most suitable agent.

 

When a customer calls a contact center, its business phone system receives the call, provides an interactive voice response (IVR) menu, and directs the call to the best agent who can handle the call.

 

After identifying the caller’s phone number, the call routing system uses historical data or other data to route the calls to the right customer service representatives.

 

Call routing automatically answers incoming business calls and directs them to individual extensions or groups based on the rules and criteria previously set by a contact center’s management team.

 

By leveraging call routing, callers can always reach the right person or department they need right away. Sophisticated IP PBX software makes it easy to distribute calls based on location, time zone, language preference, agents’ skills, and responses to the auto-attendant system.

 

Here are some popular types of call routing features: 

 

Automatic Call Distributor routing: This process identifies and distributes massive volumes of incoming calls to the right person instantaneously.

 

Skills-based routing: Instead of forwarding all calls to the available agents, this call routing system is designed to direct incoming calls to the most suitable agent.

 

Least cost routing: This call routing process picks the most suitable path of outbound communications traffic based on cost.

 

Time-based routing: This system enables contact centers to adjust the routing of inbound calls based on the time of the day.

 

Omnichannel routing: In this type of routing, a single channel is not adequate. The routing system provides a seamless customer experience by switching and routing calls across channels.

 

Data-driven routing: This optimizes call routing quality by taking several key data such as agents’ availability, wait times, and customer data into account.

 

Value-based routing: This routing system routes customer calls to available agents after determining the known or perceived value of every customer.

 

Ring groups: This feature categorizes teams by core skills, location, time zone, and other criteria. After that, it routes calls to suitable teams based on the preset criteria.

 

Summing up,

At a time when four out of every five customers expect to solve complex problems by speaking with only one agent, investing in sophisticated IP PBX call routing software can be extremely beneficial for businesses. HoduPBX is a cutting-edge IP PBX business phone system that comes equipped with a high-quality call routing system. To know more about our IP PBX software and call routing system, contact our sales team.

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