Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Three Ways Inbound Call Routing can Improve Customer Service & Increase Sales - IPscape - ContactCenterWorld.com Blog

Three Ways Inbound Call Routing can Improve Customer Service & Increase Sales

The process of call routing in call centres is where an incoming call is directed to a specified call centre agent and the respective queue they are placed into. When done correctly, inbound call routing can improve customer service and increase sales. Here are three methods to consider when implementing call routing in your call centre.

Get the Basics Right

Getting the basics of inbound call routing right sets the precedent for your service and sales levels. A basic call routing strategy is sending the caller to the correct department. An efficient routing method is sending the call to the agent who has been waiting the longest.

This could be achieved in a couple of ways. You can either publish a separate number for each department or publish a single telephone number and ask the inbound caller to select a number for the department or service that they require.

This creates both call centre efficiency and improves customer service by immediately directing the call to the correct destination or queue.

Skills Based and Service Level Routing

Skills based routing is when calls are directed to specific agents dependent on their skills.

For example, a Spanish speaking caller is directed to a Spanish speaking call centre agent. If a caller has a better rapport with the agent and they have the right skills to resolve their enquiry then this creates a better outcome for the caller.

If the agent that best matches the caller’s needs is unavailable (on another call for example), rather than keep the caller on hold until that agent is available and risk longer wait times, abandoned calls and lower service levels, it is beneficial to implement a service optimisation strategy.

If callers have been waiting too long, or there are too many callers, they can be moved to another backup queue.

This backup queue would take priority over existing queues and if these are overloaded, then the caller could be directed to voicemail, an external answering service or offer an automated call back when an agent becomes available.

These strategies create better caller outcomes and reduce the risk of your service levels being impacted.

Call routing done intelligently can lead to increased sales. Using a caller’s telephone number (Caller Line Identifier) it is possible to identify if a caller is an important or frequent caller, therefore bypassing IVR (Interactive Voice Response) straight to the relevant department or agent.

It has long been documented that improved customer satisfaction levels increases an organisation’s sales. Mitigating the chance of important or frequently calling customers being placed in long queues, can create a better service for them and increase loyalty levels.

If combined with a Customer Relationship Management (CRM) tool, it is possible to tell if a caller is for example, due for a contract renewal in the next three months, they can then be offered a “special offer” to entice them to renew their contract. This will impact sales levels.

This is also true if a customer is in danger of leaving. Their call can be escalated to a relevant or more sensitive department, thereby minimising their chance of leaving.

If done correctly, inbound call routing can improve the customer experience by getting callers to the most appropriate agent as quickly as possible, helping to identify VIP customers and offer solutions for long wait times. Additional benefits include the increased sales from contract renewal, as well as creating a more efficient call centre.

For more information and a demonstration on call routing, check out ipSCAPE’s latest webinar. Or if you would like to find out how inbound call routing can benefit your business, speak to an ipSCAPE representative today.

Source: https://www.ipscape.com.au/customer-experience-management/three-ways-inbound-call-routing-can-improve-customer-service-increase-sales/

Publish Date: April 5, 2018 5:00 AM


2021 Buyers Guide Surveys

 
1.) 
Nuxiba Technologies

Reminder
Provide an unparalleled, engaging user experience for the creation of dynamic voice broadcasting campaigns. Its block-based interface enables you to develop easy to complex call flows aligned with given strategic business targets by simple drag and drop operations.

Mass Automated Telephone Surveys are based on a key-pad answering system that enables you to poll large audiences with your own custom questions. They are great for:

- Building Customer Loyalty
- Lead Generation
- Enhancement of Current Service Portfolios

Manage the platform with great ease and assess your results. Schedule your demo or request a quote today!
 



View more from IPscape

Recent Blog Posts:
4 Ways Integrating your CRM within your Contact Centre can Improve Customer SatisfactionSeptember 10, 2018 5:00 AM
The Critical Role that CTI & Smart Call Routing Play in Increasing Customer SatisfactionAugust 31, 2018 5:00 AM
Five Steps to Move your Contact Centre to the CloudAugust 22, 2018 5:00 AM
Are you Making These 5 Outbound Contact Centre Blunders that are Losing you Customers?July 9, 2018 5:00 AM
How to Predict the Future using WFMMay 9, 2018 5:00 AM
Three Ways Inbound Call Routing can Improve Customer Service & Increase SalesApril 5, 2018 5:00 AM
Will Australian Call Centres Be Taken Over By Robots?October 12, 2017 5:00 AM
Customer Experience Management – how important is Omni-channel?March 30, 2016 5:00 AM

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =