Major Call Routing Features Available in the Call Center Solutions

Posted by Jay on January 18th, 2021

Call center solutions are gaining a lot of popularity. This makes knowledge of this software vital for all businesses, regardless of the fact, whether they are considering using it or not. A call center solution comes up with a wide array of features to benefit companies using it.

In this article, I will share one of the most important and widely used set of features, namely, call routing rules.

What is the call routing rule?

A feature of a call center solution, which lets businesses to route an incoming call to the right agent or the right person in the right department is called a call routing feature of a call center solution. It is also known as a call routing strategy.

Why is it called a set of features?

In any call center software, you will get more than one call routing strategy or rule, therefore, it is a set of features.

Which are major call routing rules available in the call center solutions?

In different call center solutions, you will get different features and functionalities. Likewise, different solutions have different call routing rules. To make this article worth reading, I will share a list of features available in this software.

Advanced call distribution (ACD)

It is a commonly available call routing rule. You would find it in all different call center solutions. As the name suggests it uses an advanced algorithm to distribute incoming calls among available agents. This routing strategy may work differently in different software. There is no rule of thumb followed by all.

Round robin call routing

It is one of the most basic call routing rules, which is available in all call center solutions. It puts all callers into the same queue and routes the call to the agents in a sequential manner. The agent who got free first would get the first call.

Least talk time routing

This call routing strategy always routes the call to the agent that has minimum talk time. This feature ensures that all agents work productively. Regardless of the fact, that how many calls the agent has attended, this feature always routes calls to the available agent with minimum talk time.

Idle agent call routing

This feature routes the call to the agents that are idle for the longest time to ensure all agents are equally busy.

Skill-based routing

This feature routes the call to an agent who has the most skills to resolve issues faced by the caller. For example, if a caller has an issue related to the credit card limit enhancement and the customer speaks in English, the call will be routed to the agent that speaks fluent English and can resolve the issue as he holds experience of resolving such queries. It is one of the advanced features and available on advanced solutions only like smart call center software.

Sticky agent

It is also one of the most advanced call routing strategies available only in advanced solutions. This feature makes sure that every time a caller calls in again, he gets connected to the same agent. It means a customer or a caller keeps getting connected to the same agent so a better relationship can be built.

Author Bio

Author writes on different call center solutions such as smart call center software, a call center solution for small businesses, virtual call center software, etc.