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What is call routing in call centre software?

Frequently Asked Questions

What is call routing in call centre software?

Call routing in call centre software is a vital feature that intelligently directs incoming calls to the most suitable agent or department. It operates based on predefined criteria, which can include the caller’s language preference, the required skill level of the agent, or the specific type of issue the caller is experiencing. This automated system ensures that callers are connected with the best resource for their needs, enhancing service efficiency and customer satisfaction.

Call routing is a sophisticated feature within call centre software that plays a crucial role in managing incoming calls effectively. This system automatically directs each call to an agent or department best suited to address the caller’s specific needs. The criteria used for routing can vary greatly, providing a high degree of customization to optimize call handling.

One common criterion for call routing is the language preference of the caller. This ensures that callers are connected with agents who can communicate in the caller’s preferred language, thereby breaking down language barriers and facilitating clearer communication.

Another important factor in call routing is the skill level or expertise of the call centre agents. Calls can be directed to agents who specialize in certain areas, whether it’s technical support, customer service, billing inquiries, or other specialized domains. This ensures that callers receive assistance from someone who is best equipped to handle their particular issue or query.

Additionally, call routing can be based on the type of issue the caller is facing. For instance, technical issues might be routed directly to technical support teams, while general inquiries may go to a general customer service queue.

By efficiently directing calls based on these criteria, call routing significantly enhances the overall efficiency of the call centre. It reduces wait times, improves the accuracy of the support provided, and leads to higher levels of customer satisfaction.

What is call routing in call centre software? faq - Select Call Centre

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