Call Routing

Explanation:

Call routing refers to the process of directing incoming calls to the appropriate agent or department based on predefined criteria such as customer needs, agent skills, or priority levels. The goal is to ensure that customers are connected to the most qualified person who can efficiently address their issue or inquiry.

Best Practices:

• Skill-Based Routing: Route calls to agents based on their expertise, ensuring customers are directed to the most capable team for their issue.
• Prioritize Critical Calls: Implement priority-based routing to address urgent or high-value calls first.
• Monitor Call Flow: Continuously monitor and adjust routing rules to ensure that customers are not waiting unnecessarily or being misdirected.
• Leverage Interactive Voice Response (IVR): Use IVR to guide customers through self-service options before reaching an agent, freeing up agents for more complex inquiries.

How Daktela Can Help:

Daktela's call routing features allow businesses to create customized routing rules that fit their specific needs. With skill-based routing, calls are directed to the right agents based on their expertise or availability. Daktela also supports multi-channel routing, meaning calls, emails, chats, and other interactions are routed appropriately to ensure efficiency. Additionally, with real-time monitoring and reporting, supervisors can adjust call flow to meet dynamic demand.