An interactive voice responder (IVR) can be a game-changer for your inbound call center, enabling you to guide callers to solutions quickly and efficiently. To maximize this tool’s potential, it’s essential to fine-tune the IVR options to align with your callers’ needs and the outcomes they seek. While ongoing analysis of call data is the best way to optimize your IVR, there are several straightforward call routing strategies that can set you on the right path. Here are three effective approaches.
- Fixed Order Call Routing
When you’re unsure about the nature of incoming calls, if all inquiries are likely to be similar (such as responses to a specific advertisement), if your agents are capable of handling any call, or if you anticipate a low call volume, routing calls in a fixed order might be your best bet. This method involves placing calls in a queue and addressing them in the order they arrive. It’s a simple and straightforward strategy for managing calls efficiently in such scenarios.
- Department-Based Call Routing
If your call center handles a diverse range of inquiries, where agents specialize in different areas, routing calls by department is a smart approach. The primary goal of call routing is to streamline the process for callers, ensuring they reach the right person who can resolve their issue promptly. By incorporating department-specific options into your IVR menu, you allow callers to choose the department best equipped to assist them, reducing wait times and minimizing frustration.
- Team-Based Call Routing
Unlike department-based routing, where callers make their own selection, team-based call routing happens behind the scenes. This method is particularly useful if your call center operates with multiple teams that usually share the workload. For example, if one team is understaffed due to absences or has several new agents, you might opt to route fewer calls to that team. Instead, direct the bulk of the calls to the team that is more prepared and better staffed, ensuring a smoother and more efficient handling of inquiries.
One of the key advantages of using CallShaper in your inbound call center is the flexibility it offers in adjusting these routing strategies. With CallShaper, you can easily refine and adapt your call routing to enhance the caller experience. Interested in learning more about how CallShaper simplifies call center management? Request a demo today!
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