What Is Call Routing?
A way for calls to be automatically routed to the most appropriate resource before the call is answered.
Call routing is a feature of call management systems that enable calls to be automatically routed to specific endpoints or people based on pre-determined rules and criteria. Call routing takes place before the call is answered.
Benefits of Call Routing in Call Centers
There are numerous benefits of call routing:
Reduce call hold times
Ensure calls are answered by agents with the skills or expertise needed to support the customer
Leverage all available agents, including back-up agents, during high call volume periods