What Is Call Routing?
Call routing is a way for calls to be automatically routed to the most appropriate resource before the call is answered. This process automatically places incoming calls into a company’s queue, then distributes the callers to specific people or groups in a call center based on predetermined rules and criteria.
Benefits of Call Routing
There are numerous advantages to using call routing:
To reduce call hold times
To ensure calls are answered by agents with the skills or expertise needed to resolve the issue
To leverage all available agents during high volume periods
Image
