Call Routing and Distribution

Study the information on call routing and distribution; consider some details on dynamic call routing and automatic call distribution.
Call Routing and Distribution

Dynamic Call Routing
A number of call centers have a computer directly linked to the phone company’s switching office. This computer would allow you to manage the routing of your client’s calls at the level of network—before they strike your telephone system. That sort of capability is identified as dynamic network routing.

For instance, when call amounts reach the level, which cannot be provided by your center, you may redirect phone calls to other centers in your company or other centers you cooperate with. Calls may be routed in accordance with some criteria, like a pre-established percentage allocation to every center.

Besides, dynamic network routing provides you with one way of supplying call prompting directly in the phone network that facilitates better effectiveness.

Automatic Call Distribution

With the help of automatic call distribution (ACD), you are able to boost the efficiency of the operations of your contact center. As customer calls come, they are sent to the ACD that is a telephone system, which routes a great amount of inbound calls to a team of agents ready to help you. ACD applies phone queues rather than directing calls to special telephone extensions. A queue serves as a kind of waiting
room for callers.

ACD embraces a lot of essential capabilities:
• Delay messaging that is recordings, which greet the customer and may give important information on your company, services, products and, sometimes, even back-up.

• Music on hold plays between announcements. The purpose of the music is to encourage callers to wait for the next agent and to make waiting period more enjoyable.

Skills-based routing is applied to meet every customer’s requirements with the agent having excellent skills among the agents available to receive the call.