4 Call Routing Methods for Diverse Business Requirements

Call routing methods are primarily of 4 types. They range from time-based and revenue-based to priority and IVR routing. Phone call routing software is supportive of different methods to meet certain business needs. Note that the requirements of a business tend to differ, depending on its processes, industry type, and audience. Hence, every unique business can count on particular processes to direct callers’ queries. Also, the goals of companies play an important role in determining the type of process needed. Taking these into account, a company can identify the best method to transfer calls to the right agents or departments.

Main Call Routing Methods to Meet Business Needs

There are 4 main methods to route calls. These include revenue-based, priority, IVR, and time-based routing. They aim to handle different business requirements. These needs can range from generating revenue to saving time while assisting potential customers with their questions or concerns.

1. Time-Based Routing

The time-based routing method transfers direct calls to various departments or destinations. For this, phone call routing software is dependent on a criteria that defines the week-time or daytime. This type of call routing helps businesses promptly resolve the concerns of their callers. However, it is to note that the volume of calls can vary as per different days of the week.

2. Revenue-Based Routing

In the revenue-based routing process, a call is directed to an agent as per his/her expertise. When a qualified agent with relevant skills manages a caller’s query, there is a high chance of delivering a meaningful experience. Such an experience can help in converting the caller into a customer, thereby generating revenue.

3. Priority Routing

One of the methods to route calls involves priority routing. As goes the name, it prioritizes specific types of calls as well as callers. A business can determine which type of calls to attend prior for the purpose of offering the most positive experiences. Ideally, this method is apt for VIP customers along with those who have critical concerns.

4. Interactive Voice Response or IVR Routing

IVR routing is a method that relies on an automated voice system for its functioning. Through this system, it processes incoming phone calls. Call routing software like Teldrip makes use of Interactive Voice Response routing to help callers navigate a menu. This menu records their responses. Accordingly, a suitable agent is employed to handle their queries.

Which Method is the Best for Routing Calls?

Depending on the needs of a business, one can identify the best call routing method. Phone call routing software that uses revenue-based, IVR, time-based, or priority routing can fulfill various requirements. Considering which of these can be met through particular methods, a company can make the final selection.

Revenue-Based Routing

Businesses that require better sales and conversions can prefer revenue-based routing. This is due to the software to route calls that connects qualified and expert agents with callers who need their assistance the most. Besides, this method is useful to increase customer satisfaction as well as optimize the allocation of resources.

Time-Based Routing

With time-based routing, organizations can manage their operational efficiency. Hence, when they get calls from leads during peak times, they can effortlessly handle them. Call routing software supportive of this model can direct callers to agents who are available. This can minimize missed calls, enabling organizations to grasp more conversion opportunities.

Priority Routing

Assuming that a business or brand has a well-defined base of VIP customers, it should prefer priority routing. This process is impactful in helping them provide fast yet high-quality customer service. It assists them in being more attentive to the needs of callers with urgent concerns. Moreover, by delivering such services, it can contribute to creating a loyal set of VIP customers.

IVR Routing

Through Interactive Voice Response routing, companies can automate the process of handling calls. Certain phone call routing software such as Teldrip are AI-powered, thereby enabling easy automation. This method is the most beneficial for a sales, travel, or hospitality company that attracts a high call volume.

4 Pro Tips to Consider When Choosing Call Routing Method

Be it priority, time-based, revenue-based, or IVR, every call routing method is effective in its own way. When choosing any one of the 4 available methods, taking into account four tips can assist in easily making the selection.

• Prefer investing in call routing software that supports all or multiple methods.
• Ensure to consider the process that simplifies business operations.
• Count on a method that boosts the performances of sales agents.
• Keep in mind crucial business goals that can be fulfilled with a specific process to route calls.

Endnote

Majorly, a business can manage its callers’ queries through 4 call routing methods. With IVR, time-based, revenue-based, and priority routing, queries can be managed in the desired ways and by the required agents. Considering that the best process is carefully determined, even business goals can be managed.