Intelligent Call Routing
Posted: Sun Mar 16, 2025 10:27 am
Routing calls intelligently can enhance customer experience
Call routing should be done by considering what the customer is calling for and finding the most appropriate agent for that query
Sometimes, calls get escalated or transferred to a different agent because the call was directed to an agent unaware of the specific kind of query.
Apart from merely routing calls department-wise, calls should also be routed based on the type of query a customer is calling with.
For instance, would you direct a customer calling about a payment failure to the collections team? You would direct it to someone in the support team.
Similarly, calls should be routed intelligently based on the customer's requirements.
Understanding the customer's query using interactive voice response can help identify which agent the call should be directed to.
9. Incentivize good performance
Since first call resolution is a crucial metric to assess agent chinese overseas canada database performance, agents should be incentivized to maintain a great FCR rate.
Agents who have an excellent first call resolution rate could be incentivized in their paychecks.
Such gestures can go a long way to inspire agents to attain and maintain an excellent first call resolution rate.
10. Are you tracking the first contact resolution rate?
Lastly, companies that don’t track FCR rates shouldn’t be reading first call resolution strategies and tips. The most common mistake is not tracking FCR and other call center metrics.
With clarity on the numbers, problem identification can happen.
Call routing should be done by considering what the customer is calling for and finding the most appropriate agent for that query
Sometimes, calls get escalated or transferred to a different agent because the call was directed to an agent unaware of the specific kind of query.
Apart from merely routing calls department-wise, calls should also be routed based on the type of query a customer is calling with.
For instance, would you direct a customer calling about a payment failure to the collections team? You would direct it to someone in the support team.
Similarly, calls should be routed intelligently based on the customer's requirements.
Understanding the customer's query using interactive voice response can help identify which agent the call should be directed to.
9. Incentivize good performance
Since first call resolution is a crucial metric to assess agent chinese overseas canada database performance, agents should be incentivized to maintain a great FCR rate.
Agents who have an excellent first call resolution rate could be incentivized in their paychecks.
Such gestures can go a long way to inspire agents to attain and maintain an excellent first call resolution rate.
10. Are you tracking the first contact resolution rate?
Lastly, companies that don’t track FCR rates shouldn’t be reading first call resolution strategies and tips. The most common mistake is not tracking FCR and other call center metrics.
With clarity on the numbers, problem identification can happen.