Getting your customers in contact with employees promptly for whatever needs they may have is one of the foundations of having a successful business that people rave about.
That’s where advances in technology can help.
While we’ve discussed what to consider when choosing a VoIP provider, there are features of having this type of phone system that can do wonders for your business.
One of them is VoIP call routing. Here’s what you need to know about this powerful feature:
What is VoIP Call Routing?
VoIP, or Voice over Internet Protocol, involves using a softphone connected to the internet to place and take calls.
VoIP call routing, also known as automatic call distributors (ACD), is similar to call forwarding. The difference lies in its customisation and programmability powers. Using this kind of technology in your workplace can allow for elevated customer experiences in how your business decides to set up the call routing feature.
For instance, if someone calls into the business, you can set up the technology so that every employee’s phone rings. This allows for someone to attend to your customer quickly – often faster than with standard call forwarding.
How Does Call Routing Work with a VoIP Phone Solution?
Call routing systems work extremely well with a VoIP phone solution, simply because the two technologies are easily customisable.
When someone calls into your business, your VoIP system picks up the call, offers an automated menu, and directs the call to your employees based on the selected answers from the caller.
Since VoIP phone systems rely on more advanced technology, you can program your call routing features in a variety of ways.
This may include directing calls to certain groups of employees at a certain time of the day or day of the week. It may involve directing calls based on how long the customer has been waiting. It could also include directing calls based on the customer’s account information and the employees that have previously worked with them.
All of this and more is possible through VoIP call routing.
Why Is It Important to Have a Good Call Routing Strategy in Place?
A call routing strategy puts both your customers and your employees at the forefront of your mind. With the right strategy, you can ensure your customers are taken care of quickly. Doing so increases customer satisfaction and the probability of securing repeat business.
The right strategy also ensures that employees have increased flexibility depending on their accounts, their designated call hours, and more. You may find that allowing for more flexibility also increases employee productivity.
What Is Interactive Voice Response (IVR)?
With many VoIP call routing systems, incoming phone calls are greeted with an automated menu. The caller can then give one word or a brief description about what they’re calling for or what they need assistance with.
The call is then distributed according to the answers given. This entire process is called interactive voice response (IVR), and it does a wonderful job of providing customers with a more-tailored calling experience.
Common Types of VoIP Call Routing
Due to the configurable nature of this technology, there are multiple ways call routing can be set up. This makes it much easier to find a method that works for your business.
These are the 6 most common types of VoIP call routing:
Intelligent Call Routing (Predictive Behavioural Routing)
Intelligent call routing, also known as predictive behavioural routing, uses call data stored in the VoIP phone system to connect phone calls with the employee who can best assist them.
This type of VoIP call routing uses artificial intelligence to sort through the caller’s account details, including their history with the business and even their personality and behavioural profile.
Similar to time-based routing, geographic call routing directs phone calls to employees in designated locations. The main priority here is addressing the needs of the customer based on location and proximity to the employee.
This is a great option if your employees handle accounts for customers or clients. If that’s the case, this method of call routing directs calls to specific employees who have a relationship with the caller. Perhaps, they are the main contact on the account or the caller has established them as their preferred contact.
Round Robin Routing
Round-robin is one of the most popular methods of call routing. It involves directing calls equally among your team of employees.
For example, when one call comes in, it goes to the first employee. The next call goes to the second agent. It continues in this fashion until all employees have accepted a call. At that point, it starts over with the first employee.
Through a skill based routing strategy, incoming calls are directed to specific employees who have the skills necessary to help the caller.
The customer shares a brief description of what they need assistance with through the interactive voice response (IVR) menu. From there the intelligent call routing system directs the call to an employee in the appropriate department.
Time-based routing is especially useful for businesses that employ people and have customers across multiple time zones.
This method directs calls based on the employee’s time zone or business hours. If you have a need for it, this type of call routing allows your business to accept calls practically 24/7.
The Top 5 Benefits of Using VoIP Call Routing for Your Business
There are numerous benefits to using a VoIP call routing system for your business. This type of solution helps both your customers and your employees, which further creates an enjoyable experience for both parties.
These are the top 5 benefits of intelligent call routing:
- Consistent Communication for Customers
For many businesses, the number of calls can reach an overwhelming amount for employees. This poses a problem for both employees and customers.
However, with the right VoIP call routing strategy, your business can provide consistent communication for customers, reducing the number of abandoned and missed calls.
Decrease in Abandoned Calls
Whether it’s having to deal with long wait times or it’s because of a non-configurable system that leaves customers in the wrong hands, abandoned calls are a detriment to a business. With the right call routing system, customers can expect to speak with the appropriate employee in a timely manner.
Fewer Missed Calls and Voicemails
When the number of calls reaches a staggering amount, employees don’t have the capacity to take on any more. This causes more missed calls and voicemails to pile up. While it’s frustrating to customers who haven’t yet had their needs met, it’s also frustrating for employees who may feel as though they’re under a mountain of calls.
Intelligent call routing works to nullify these poor experiences for both customers and employees by using the appropriate strategy to direct calls to available employees, rather than piling more voicemails onto ones who’ve already reached their limit.
- Higher Customer Satisfaction Rates
When phone calls are answered in a timely manner and a customer speaks to an employee who is qualified to assist them, their needs are met.
In doing so, it almost immediately drives customer satisfaction rates up. Doing so can then increase business retention rates. Plus, it can give customers more motivation to refer your business to friends, family, and colleagues.
- Faster Problem Resolution
In a world of shorter attention spans, dedication to quick problem-solving goes a long way for any type of business. Unfortunately for those businesses who can’t resolve problems quickly (i.e., from longer call waiting times), it’s an open door for customers to complain or leave bad remarks.
However, a proper VoIP call routing strategy can avoid those altogether. There are multiple strategies to use, too, to both decrease call wait times and resolve customer problems through a qualified employee with the skill set to do so.
- Increased Efficiency Among Employees
Distributing calls based on how many an individual has already answered for the day, who’s available at the current moment, and who’s qualified to take certain calls increases efficiency among employees.
With an intelligent call routing system, a customer can be patched through to the employee who is the most qualified to assist them. Not only does it allow for the customer to quickly have their problem solved, but it also reduces the burden placed on employees.
- More Personalised Experience for Customers
Rather than having to go through a roundabout experience to find someone who can help them, customers are greeted with a more personalised experience.
Whether it’s through predictive behavioural call routing or an interactive voice response system, customers can share their needs and have them met quickly. That personalised experience is an excellent way to boost customer satisfaction and retain business.
How Can Blueface Help
Prioritising a VoIP phone system that has call routing capabilities is one of the best ways to improve both customer experiences and employee satisfaction. Now that you know how a VoIP call routing system works, you’re better equipped to find the right solution for your company.
Blueface is an award-winning VoIP service provider in Ireland and throughout the UK. One of the greatest features of our system is our Call Flow Designer. With it, you can instantly link call flows to your employees based on customised strategies that suit your business’s needs.
Thanks to our interactive voice response (IVR) system, your customers can have their specific, unique needs met in a timely manner.