Unleash Business Growth with Smart Call Routing

Is your business guilty of keeping your customers’ calls on hold for longer than they speak to your customer support agents? Then this blog post is for you.

Call routing feature can be thought of as your GPS in the world of customer communication. It's not just a fancy communication feature; it's a lifeline for your contact centre. As the name suggests, the call routing feature directs calls to the staff or destination at the right time, making sure no customer is left hanging and no agent is left scrambling.

But here's the kicker: having just a basic communication solution with call routing feature isn’t enough. It's like having a Lamborghini sitting pretty in your garage, but not knowing how to rev it up. You need to understand how to make it roar to truly enjoy the ride.

So, are you ready to rev your engines and supercharge your contact centre's efficiency? On your marks, get set, let's go!

Types of Call Routing for Contact Centre

CINNOX offers a grand buffet of call routing options, each designed to meet diverse needs and scenarios in your contact centre. Let’s break down these types, and see how they can streamline your communications:

1. Alternative Routing

This routing method is like a relay race, passing the baton of incoming enquiries in a linear pattern to your set destinations. The first enquiry goes to Agent A, the next to Agent B, and so forth. It ensures an even spread of workload, keeping everyone on their toes without overwhelming anyone. ‍

2. Percentage Routing

Think of percentage routing as distributing slices of a cake. You distribute incoming enquiries based on a pre-set percentage value. Say, if Agent A gets 70% of the calls, then Agent B automatically gets 30%. This method lets you balance enquiries based on agent expertise or performance. ‍

3. Time-Based Routing

As the name suggests, this routing style uses time allocation to distribute incoming enquiries. It's the 'early bird gets the worm' scenario where specific agents or departments handle calls at certain times of the day. Perfect for round-the-clock services or when you've team members in different time zones.

‍‍‍4. Sticky Routing

Sticky routing creates a bond, a sort of friendship between a caller and your agent. When the same caller rings again, their call will directly route to the agent who helped them before. It's like having a favourite barista who knows exactly how you like your coffee. ‍

5. Fixed Order Routing

Sometimes, it's all about the pecking order. With fixed order routing, incoming calls always follow a predetermined route, moving from Agent A to Agent B, and so on. This method works great when you have a set hierarchy of expertise or availability.

‍6. Simultaneous Routing

Imagine a room full of buzzing phones and agents eager to answer. That's simultaneous routing, where all specified phones ring at the same time when a call comes in. The quickest to pick up gets the call. It ensures rapid response times, turning your contact centre into a well-oiled machine. ‍

7. Language and Location Routing

Think of this as having a universal translator and a GPS as your fingertips. Imagine a customer calls in, and voila, they're immediately directed to an agent who speaks their language, that’s caught on from their browser settings. It's about making customers feel at home, breaking down language and location barriers, and keeping conversations flowing smoothly.  

It goes without saying that businesses can forge a long-term bond with their customers by consistently delivering positive experiences, and offering a sense of familiarity by binding them with the same experts who helped them on previous occasions, to be able to foster a close bond and turn customers into brand advocates.

Each type of routing has its own unique strengths, presenting an array of options to refine and enhance your contact centre operations. Now, you might be thinking, 'Do I have to pick one?'. Here's the brilliant bit: with CINNOX, it's not about making tough choices. It's about embracing a unified solution that provides all these options under one digital roof.

Unlike many players in the market that offer a handful of routing options, CINNOX provides a comprehensive suite of smart routing logics. It's like having a Swiss army knife for your communication needs, ready to adapt to any situation.

And here's the cherry on top: it's not about simply having these options. It's about the powerful pairing automation CINNOX brings to the table. It tailors to your unique business needs, crafting a communication strategy that fits like a glove.

As you look for a provider, remember it's not just about ticking boxes. It's about finding a partner who fully supports and aligns with your business requirements, ready to evolve with you. ‍

Benefits of Configuring Call Routing Capabilities in your Contact Centre

Think of call routing as the conductor of your customer communication orchestra, harmonising your contact centre operations. Configuring call routing capabilities in your contact centre isn’t just about managing calls; it's about maximising efficiency and customer satisfaction.

‍1. Transformed Customer Experience

Intelligent call routing ensures customers are quickly connected to the right agent or department. This reduces waiting times, avoids irritating transfers, and creates smoother, more satisfying customer interactions. ‍

2. Increased Agent Productivity

Call routing distributes calls effectively among your agents. Whether it's alternative routing, percentage routing, or fixed order routing, these methods essentially save your agents from burning out, ensuring a balanced workload, and boosting overall productivity. ‍

3. 24/7 Customer Support

With time-based routing, you can efficiently manage calls outside of regular office hours or across different time zones. It ensures your customers across the globe always have access to support, enhancing your service level and brand image. This aids your business in scaling operations smoothly, without any hiccups. ‍

4. Enhanced First Call Resolution

Your business can use sticky routing to help improve your first call resolution rate. When a customer has already had a positive call experience with an agent, you can pair your callers with the same agents who’ve helped them before. This way issues can be resolved more quickly and effectively. An increased first call resolution rate leads to happier customers and cost savings.

‍5. Better Resource Management

Simultaneous routing essentially makes every call a top-priority call, by ringing all available phones at once. This maximises the use of your team's capacity and guarantees rapid responses, leading to improved customer satisfaction and optimised business efficiency.  

It's like ensuring every player on your team is ready for the pass, keeping everyone actively involved and contributing to your business success.  

In a nutshell, activating call routing capabilities in your contact centre is like opening a treasure chest of efficiency, productivity, and customer satisfaction. It's time to harness its power and gear your contact centre towards seamless communication and superior service delivery.

Comparison of CINNOX's Smart Routing with Traditional Call Routing Methods  

Let's take a step back and look at the bigger picture. We'll place the traditional call routing methods side-by-side with the smart routing capabilities of CINNOX. This comparison illustrates the stark differences and advantages that CINNOX brings to the table.

We've journeyed through the ins and outs of smart call routing with CINNOX. It's the kind of game-changer that leaves traditional methods in the dust.  

CINNOX is not just another communication solution; it's a partner in your success story, supercharging your business growth, amping up customer experience, and enhancing agent productivity. Remember, in the grand scheme of things, communication remains the king. And with CINNOX, you can ensure that your business wears the crown.