4 Call Routing Methods for Multiple Business Needs

For callers to connect with the right business agents, there are 4 primary call routing methods. Based on time, revenue, priority, and IVR options, each method differs. Owing to the variations in these, they are apt for fulfilling various business needs. Organizations can choose from these depending on the preferred approach to handling callers’ queries, feedback, concerns, and others. Also, take into consideration that the goals of a company can influence its choices when selecting one or more ways to route calls. In either case, it is important to get a closer look at how each method functions to connect callers or leads with agents who can best help them.

What are the Primary Call Routing Methods for Businesses?

4 call routing methods are primarily used for multiple business needs, including revenue-based, time-based, IVR-based, and priority-based. Note that these needs can differ depending on the scale of operations. Accordingly, large businesses, ventures, or emerging brands can opt for specific methods to direct their callers to agents.

1. Revenue-Based Routing

A business aiming to boost sales and considerably increase conversions can opt for revenue-based routing. It is a method that involves connecting qualified agents with leads. Whether they require information or need help, potential customers can count on these business agents for the same. As they receive satisfactory responses, conversions increase. 

Pro Tip: Revenue-based routing is beneficial for effective resource allocation as well.

2. Time-Based Routing

Involving the direct transfer of phone calls 24/7, time-based routing is apt for large-scale businesses. Especially when they operate in multiple locations or across the globe, the use of this method becomes crucial.

Time-based phone call routing directly transfers calls to different destinations or departments. It works through call routing software, reliant on a pre-defined criterion. It defines either the daytime or the week-time. 

3. Priority Routing

For businesses, priority-based routing is an important method. Mainly, it prioritizes certain kinds of calls. In addition, it prioritizes callers as well. When using this method, businesses can decide the specific call type for attending on a priority basis. It is the most useful method, particularly for tending to VIP customers and high-intent callers. 

4. IVR-Based Routing

Interactive voice response routing is an automated telephone system. It helps process inbound calls. Software systems such as Teldrip utilize IVR routing to provide callers with a menu. As it is navigated, their responses are recorded. Depending on the responses, callers are directed to the most suitable agents to resolve their concerns.

Which Call Routing Method is the Best?

Though every method for call routing is useful, to identify the best one, it is important to assess the needs of a specific business. Take into account that the requirements of every business can differ and be unique. The inbound call routing software that largely meets these needs is the best one.

• The revenue-based routing method is effective for increasing conversions and sales.
• Time-based routing helps in the management of operational efficiency, especially during peak hours.
• Priority routing is more apt for handling VIP customers and leads with high intent.
• IVR routing enables automating the call handling process and is useful for companies that often receive queries in large volumes.

Endnote

Call routing methods differ to target various business needs. Through revenue, time, priority, and IVR-based routing, callers are connected with business agents while their requirements are more effectively met. Thus, these methods work as per callers' requirements as well as agents' expertise, resulting in the efficient handling of inbound calls.

Frequently Asked Questions

1. What is call routing?
Call routing, in simple terms, is a useful technology that helps in the transfer of inbound calls to business agents or departments, based on a predetermined set of rules or criteria. 

2. Which call routing method is the most common?
IVR-based routing is the most common type preferred by a business. It involves an interactive voice response system through which a caller can provide automated responses. As per the responses, the caller is connected to a business department.

3. What is a call routing method?
A call routing method is an approach to directing incoming calls to specific agents or departments to provide callers with the necessary information. It functions through the call routing software and relies on time, priority, IVR, and revenue as the criteria for directing callers to agents..

4. How are calls transferred through IVR-based routing?
Through IVR-based routing, inbound calls are transferred via an automated system. Callers are presented with a menu of options to choose from. As they respond, they are directed to business departments that can best resolve their concerns.