Call routing takes the routing process beyond the basic caller data received through the phone lines. Instead, companies can now collect a wide range of information on their customers from sales history to demographics that can help them with up-selling, customer retention & overall service quality.
Some benefits of this type of call routing system include-
- Improved prioritization of calls, so customers get to the department they need more efficiently.
- Showing warnings to agents before the call is taken, so agents are prepared for the content of the call.
- Enhanced analytics that makes it easy to see how the current call routing system is impacting customer retention.