Advanced Call Routing (Definition, Strategies, Use Cases)

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hi this is Luke from Global call
forwarding with 88 of customers
reporting that experience is just as
important as a company's products or
Services more and more businesses are
looking for ways to improve their
service
one way to do this is by upgrading your
inbound calling and routing processes
with Advanced call routing Solutions
and this is because these Advanced
Solutions let you automate the routing
process with more detailed rules
so you can handle and direct calls
efficiently in this video we'll cover
the basics of advanced call routing
including what it is routing strategies
use cases and more let's get started
Advanced call routing is a management
tool that automatically answers and
distributes incoming calls based on
preset routing rules and strategies
for this reason it's also known as
automatic call distribution
this feature Works alongside your
cloudflow system to ensure that callers
always reach the right destination
leading to improve call management
now let's break down how this technology
works
before anyone even answers the phone
inbound calls travel through your
predetermined rules and criteria
and since this is a cloud-based feature
you can route calls in a variety of ways
for instance you can set up an ivr
system that answers and directs calls
based on the college response or you can
create rules that automatically route
calls based on the time of day callers
location number dialed and so on
top of that this feature also allows you
forward calls to a range of destinations
including specific employees offices
departments phone lines and more now as
you can see Advanced call routing gives
businesses a bunch of different routing
options to choose from so whether you
have offices in multiple locations or
you want to cater to Global clients you
can forward calls in a way that works
best for your business and your
customers
by routing calls strategically and
effectively you can help callers get
assistance quickly and when they don't
have to wait on hold forever or Bounce
from agent to agent just to get
information customer experience improves
drastically
but that's just the beginning of the
benefits Advanced call routing offers
some of the other key benefits of this
feature include connecting callers to
the right Department offering 24 7
Global customer support reducing call
abandonment rates improving customer
satisfaction optimizing Asian time
balancing out your team's workload and
so much more
now let's go over four key routing
strategies in their use cases this way
you can decide which one to set up for
your business
first up we have time based routing this
strategy routes calls based on the time
of day your business receives them so
it's great for offering non-stop support
to customers in fact you can use
time-based routing to provide service
even after your regular business hours
simply forward all weekday calls after 6
pm to your APAC team and all weekend
calls to an offshore BPO
and if your business receives a surge of
calls in the morning you can route
overflow calls during that time to
alternate locations
so you can handle High call volumes
effectively
this routing strategy also allows you to
provide 24 7 support to customers all
over the world
you can learn how to offer uninterrupted
customer support
using time-based routing in a
follow-the-sum model in our resources
link below
now another strategy that enables you to
provide 24 7 Global support is
location-based routing it's also
referred to as Geographic or caller ID
routing because it routes calls based on
the caller ID and country code
this allows you to connect customers to
agents that prefer time zone region and
language
so you can forward calls from your
English-speaking countries to your
offices in the U.S and forward those
from Spanish-speaking countries to your
call centers in Latin America resulting
in a better customer experience
next up we have simultaneous ringing
when you receive an incoming call this
strategy brings multiple phones or
devices at the same time and connects
the call to whoever answers first
for example let's say a customer calls
your business simultaneous ring will
ring you desk phone mobile phone and any
other phone line you add so you'll never
miss another call if you're traveling
for business or an agent steps away from
their desk for lunch
and if you work on the go a lot you can
use simultaneous Rings alongside a find
me follow me strategy to stay connected
to your teams and customers
learn how to set this up in the links
below
lastly we have holiday routing which
forwards all inbound calls during a
specific holiday or period of time
in other words you can prepare for
office closures employee Vacations or
special holiday hours beforehand to
maintain business continuity all year
long and reduce the number of missed
calls your teams receive
so how do you get Advanced call routing
for your business it's simple all you
need to do is look for a reliable Cloud
Communications provider that offers this
service like Global call forwarding make
sure that your chosen provider can
support the routing strategies that you
plan on implementing
and check to see if your chosen provider
offers other useful features like ivr to
maximize the effectiveness of your
system
Global call forwarding offers Advanced
call routing for free with any of our
Cloud phone number plans
and we also provide users with access to
call management features like ivr so
that you can effectively handle your
business call Flow to learn more visit
globalcall forwarding.com or call us
today we're here to help