How Call Routing Works (+5 Types of Call Routes)

- Hey, this is Tom with Nextiva.
In this video, we're going to talk about
how call routing can up improve communication
with your customers.
(bright music)
Call routing automatically answers incoming business calls
and directs them to the individual extensions or groups
based on the rules and criteria you've set.
With call routing, people can always reach the right person
or department that need right away
without having to call another phone line
over and over again.
Voice over Internet Protocol, or VoIP for short,
can route calls a variety of ways.
When a person calls your company,
your cloud-based phone system accepts the call,
provides the caller with a menu to navigate
and then transfers the call to the individual
best suited to help them.
But call routing isn't just a call center technology.
It increases the customer experience
by directing inbound calls to the best person,
reducing hold times,
limiting phone calls coming from outside business hours
and can even forward calls to your business partners
when your line is unavailable.
Because call routing takes the guesswork
out of calling for customers,
there's an immediate increase in customer satisfaction
and revenue generation.
This can also lead to lower overhead
since it no longer requires a human to connect the caller
with the right person in your company.
Caller routing can occur in several ways.
One type of call route may suit your business's needs
better than another.
The different types of call routing include: round-Robin,
regular, uniform, simultaneous, and weighted.
Let's briefly touch on all of these.
Round-Robin call routing means the calls will be distributed
in an equal fashion among your team.
The regular type of call routing requires a specific order
of agent phones to ring, which is determined ahead of time.
Uniform call routing will route the call
to the agent who's been available the longest.
Once they accept a call, they're on at the back of the line
until they have the longest available time again.
the simultaneous call routing type
is the simplest of the bunch.
It will make all the assigned users phones
ring at the same time.
Routing calls this way is ideal
when speed is essential for your business.
And lastly, a way to call routing type
lets administrators set a ratio of calls
to be routed to each call center agent.
This inbound call strategy works
like a sales pipeline for new leads.
Routing calls this way is great for onboarding new employees
or slanting calls toward high performers.
If you're ready to learn more about how call routing
can improve your business communication,
check out our blog post linked in the description below.
Also, if you found the information in this video helpful,
remember to subscribe to the YouTube channel
and turn on notification to stay in the loop.
Again, this is Tom with Nextiva and we'll see you next time.
(smooth music)