What is Advanced Call Routing Software?
Call routing software from a cloud phone service lets your business route and forward incoming calls in an organized and efficient manner. Some businesses may handle their inbound call volume in-house, while others outsource to a call center or BPO. Additionally, you may have to manage calls coming in from multiple locations and time zones.
An advanced call routing system will help your customers and sales teams process calls more efficiently, no matter where they are located.
To learn more, check out our post about how call routing works within a business.
Types of Call Routing for Businesses
Not every business will need to route calls the same way. Some manage calls based on the caller’s location, while others may want calls sent through a predetermined list of recipients. This depends on the type of business you run and where your teams are situated (in-office, remote, or global).
This is where an advanced call routing system can prove handy. You can use different routing models and strategies to your benefit and customize your call flow as needed.
So how can businesses use call routing for better call management? Here are the top call routing features and strategies Global Call Forwarding offers:
Also known as Time of Day Routing, the time-based routing feature routes calls based on the time of day the call comes in. In other words, calls made during a specific period (5 PM to 9 PM) are routed to a different location (remote agents or agents in a different time zone). You can use this feature to run a Follow the Sun support model where your business offers 24/7 customer support by routing calls to ants and employees in active time zones.
Geographic Call Routing
Also known as Geo-Routing and Select Country Forwarding, this features routes calls based on the caller’s location. For example, customers calling from Mexico are routed (based on the caller ID) to your regional support center in the US. This way, you can offer customer service in the caller’s time zone and language.
This type of call routing sends callers down a list or sequence of agents. If the first agent does not answer the call, the caller will be sent to the following agent after waiting for X amount of time. Sequential ring will ring callers in the same sequence every time. When the next call comes in, it is sent to the first agent in line and down the line again, if they are unavailable. You can input the list of agents and adjust the wait time as necessary. This ensures that customers get support as soon as possible.
Round Robin Call Routing
Round robin routing also sends incoming calls down a line of agents within a predetermined list. For example, the first call goes to agent A, the next call goes to agent B, and so on. Callers wait for a brief period for the next agent to answer their call. This way, you can equally distribute the calls to all agents instead of burdening one over the other.
Holiday Call Routing
Holiday routing lets you create special holiday schedules and routing rules for holidays observed by your company and teams. You can create a holiday calendar and individual routing rules for each holiday.
This routing feature lets you ring multiple phones with one number at the same time. An available agent or employee can answer the phone immediately and help the customer, reducing wait time and increasing response rates.
Benefits of Advanced Call Routing
There are many benefits of using call routing software. With call routing, your business can:
- Choose a routing method that improves call management and efficiency
- Custom call routing rules
- Adopt a follow the sun support model to offer 24/7 customer support
- Offer customer service across different time zones and locations
- Help callers reach the right employee and department
- Reduce wait times
- Lower the number of missed and unanswered calls
- Reduce call abandonment rates
- Provide global customer support
- Maintain business continuity
Where Can I Get Call Routing Software?
You can get advanced call routing from a cloud phone service provider like Global Call Forwarding. We offer advanced routing with all our cloud phone number plans. Learn more about our plans on our Pricing page.
How to Set up Call Routing?
You can set up your call routing system in the Control Panel through Global Call Forwarding. Here is how you can configure this type of routing with your call forwarding number:
- Log in to your Control Panel.
- Choose a phone service line and click on Settings.
- Select Call Forwarding from the horizontal menu and click Advanced Routing.
- Click the orange Go to Rules button.
- Click the green Create New Rule button.
- Select the type of routing you want to set up. Enter the necessary information and parameters for your rule.
- Click Save Rule.
Need help or want to learn more about call routing software from Global Call Forwarding? Speak with our representatives today or contact your account manager. Call us at +1 (561) 908-6171 or chat with us online!