This presents a significant challenge, as customer service today, more than ever, needs to be efficient, fast, pleasant and result-generating. With just one small flaw in the process, the customer experience can collapse, resulting in losses for the company.
Therefore, one of the most recommended usa email address methods to facilitate customer service and make it more effective is none other than intelligent call routing .
To address this technology in a comprehensive and practical way, the points to be covered are:
Intelligent call routing is a technology that allows incoming calls to be grouped and sorted into a waiting list and, depending on their characteristics, redirected to the specific agent or department that can provide the most help.
The word “intelligent” refers to the fact that the system prioritizes calls according to criteria established by system administrators, thus facilitating the work of the customer service team through the automation and optimization of processes.
Although we are talking specifically about intelligent call routing, that does not mean that the technology is limited to that. Intelligent routing can, in fact, be used in email and chat systems, as well as other instances where it is also important.
You may be interested in reading: AI Chatbot: 3 practical uses for customer service
3 reasons to implement call routing in customer service
Intelligent call routing has become indispensable for call centers and any company with a high call volume. In a McKinsey & Company survey of customer service executives, the results pointed to the belief that automation will replace not only the simplest and/or transactional interactions, but 25% of all activities that the best customer service agents perform today .
Among the many reasons for applying this technology, three are worth mentioning:
Increased likelihood that the calling customer will be connected to the agent who will best address their issue, making the customer experience much more satisfying and efficient.
By connecting the right agents with the right customers, problem resolution times decrease, which means less wasted money and productivity.
All the information collected through this technology allows for the generation of more and better insights regarding the needs and interests of customers.
You may be interested in: How to measure customer satisfaction in 5 practical steps .
How to optimize call routing?
By now, you should be convinced that your company needs intelligent call routing technology to improve the effectiveness of its processes and offer customers an ever-improving experience. This should come as no surprise when you consider that 73% of consumers consider the quality of the experience as important as aspects such as price and product quality , according to a PWC report .
However, what should be taken into account when working with intelligent call routing so that it works optimally? Some recommendations are:
Design a call flow
If you have a call flow prepared that can guide you in an orderly manner through your client's customer journey , it will be possible to offer more optimized, faster and more reliable service. In this sense, today there are numerous call center softwares that, among their benefits, allow you to design these call flows in a convenient way.
Learn more about call flow design and customer service flows in general at: How to Apply a Customer Service Flowchart to Improve Your Service .
Make sure your data quality is good
You won't achieve anything if the data management behind your intelligent call routing isn't well done. So, before implementing the technology and using it in your day-to-day work, make sure that the information on aspects such as call duration, customer satisfaction, agent ID numbers and agent skills is well established.
Do skill-based call routing
If your customer service call routing software prioritizes agents with the skills most closely related to both the user and their needs, you will be able to offer better service.
Remember that this is not the only alternative
While intelligent call routing is important, customer service management needs to go beyond that. So keep an eye on other initiatives, such as reducing the number of issues around the product or giving customers tools to come up with solutions themselves. This is just another add-on!
Do you want to know more about how to manage your customer service and the different solutions available to you? Read now: Customer service: all the keys to success .
