What is Percentage-Based Call Distribution?
Percentage-Based Call Distribution (also called Weighted Call Distribution) is an advanced call routing method where incoming calls are distributed across multiple destinations based on a pre-set percentage.
Managing inbound calls efficiently is critical to delivering excellent service and ensuring your teams perform at their best. This flexible routing strategy allows businesses to direct a defined percentage of calls to different teams, departments, or agents.
Whether you’re balancing call loads, scaling global support, or maximizing agent efficiency, this advanced call routing method gives you greater control over customer interactions.
How Does Weighted Call Distribution Work?
Here’s a simple example:
A business has two support centers: one in New York and one in London.
They want 60% of customer calls routed to New York. 40% should route to London based on team availability and operating hours.
When customers call, the system automatically distributes calls based on these preset percentages without the caller noticing any difference.
This routing is dynamic and fully customizable. As business needs change, you can easily update the percentages or add new destinations through the Global Call Forwarding control panel.
Key Benefits of Using Percentage-Based Call Distribution
Implementing percentage-based or weighted routing gives businesses several key benefits:
Balanced Workloads Across Teams: Avoid overburdening a single team by spreading call volume intelligently based on capacity or expertise.
Optimized Resource Allocation: Assign more calls to higher-performing or better-staffed teams, improving resolution rates and customer satisfaction.
Flexibility for Growth: Easily adjust percentages as new agents are onboarded or as call patterns change.
Improved Customer Experience: Minimize wait times and ensure customers connect with available agents faster.
Operational Agility: Shift routing strategies seasonally, during marketing promotions, or when expanding to new markets.
How to Set Up Weighted Call Routing?
Setting up percentage-based routing is simple with Global Call Forwarding. Once you have activated your service:
- Log into the Control Panel.
- Select the phone line you want to configure.
- Configure Weighted Routing under the Advanced Routing tab.
- Set percentages for each destination number or group.
Save and activate your routing rules.
» Click to view Step-By-Step instructions
Want to learn more about our advanced call routing solutions? Speak with our representatives or contact your account manager. Call us at +1 (561) 908-6171!
