In today’s era
of diversification and mobility, businesses rely heavily on communication
software packages provided by advanced telecommunications companies to fulfill
their everyday business needs. Of all the other common used utilities of such
software, call routing is the most widely used service. Call routing service
provides many attractive facilities for modern day business needs, which is why
it is the most commonly used software in the today businesses.
Among many of
the facilities, call routing provides call forwarding. Call routing, based on
the first come first serve basis, automated call answering and call recording
facilities. Call forwarding is a basically a facility which is used by the
companies to transfer calls from one line to another without any hold time or
hassle. Such facilities provide a great amount of help in setting up customer
support centers.
Call routing is
the chief feature of communication software package. With the help of call
routing computer system can easily allocate various calls among the various
lines connected to the phone system. Call routing system can also be used to
transfer and distribute calls internally within the company from one department
to another department’s designated line.
Basically, the
call routing software by the call center services provider transfers the incoming calls on first come first serve
basis. Which means when a customer calls on the customer service helpline, the
calls is immediately transferred to the available agent to respond to the call.
Call routing facility is widely used these days on toll free numbers for
customer help and support.
Call routing
service also provide intelligent call routing, a service which allows to
filter calls based on the parameters defined by the company for customer
convenience. Usually it encompasses the use of an interactive voice system,
which provides the callers various options to choose from, by pressing the
corresponding keys on their telephone/mobile the call is immediately
transferred to the concerned person. Department. A great example is the
customer helpline of your local mobile operator. When you call the helpline the
interactive voice gives you numerous options to assist you, for instance press
1 to pay the bills, or press 2 to know about the internet package etc.
Call routing
also proves to be an excellent median of conveying product/ service messages to
the customers. While the customer waits to be assigned a customer support agent
companies play prerecorded messages of their latest offering and promotions. At
times on festive seasons companies also use this service to convey a
prerecorded greetings for their customers. Basically the focus is to educate
the customers and engage them while they wait for the call to be answered.
Routing services
are proven to be cost effective for the business communication needs. As these
services are heavily employed by many businesses to assist their customers. It
is very important for the company to first evaluate the different features of
call routing services before purchasing and applying it.
