What are the key benefits of a call routing system?

Call routing is the process of maximizing the chance of connecting a caller to the right agent, irrespective of incoming call volumes, with help of legacy call management features like call queues and ACD, and modern features like split-business hours and speech-enabled IVR.

Ensure round-the-clock operational efficiency

A good call routing system enables you to run your phone operations smoothly during business hours. A great routing service lets you perform well during business hours and after working hours. A powerful call routing solution like Freshcaller makes sure your calls are handled during:

  • Business hours with timezone-specific answering rules and multi-level IVRS
  • After business hours with voicemail routing and fallback rules
  • AND holidays with holiday calendar and holiday routing

 

Round the clock operational efficiency | Call routing

 

Amaze your callers with your team’s expertise

With Freshcaller, your business can not only maximize responses to customer queries but also highly customize the way your phone teams work. For example, you can create teams of agents with varying levels of technical expertise and route customer calls accordingly. This will help in:

  • Striking effective conversations that’ll put callers at ease quickly
  • Shortening response time by eliminating transfers or call barging
  • Routing easier queries to automated responses

 

Connect to the right agent | Call routing

 

Take the edge off being a cost center

Inbound calling teams have been traditionally perceived as cost centers. However, businesses are increasingly recognizing their crucial role in customer retention — a key component of expanding your revenue. While a great call routing solution can keep your customers happy, they can also reduce your costs by:

  • Helping customer queries get resolved faster and thus, reducing incoming call charges

  • Distributing the call load evenly to prevent agent burnout or attrition

Achieve cost efficiency | Call routing

The 3 types of call routing strategies you can leverage

Team-based routing

Implement team-based routing with the highly customizable answering rules and call queues in Freshcaller. You can also optimize them for maximum customer satisfaction by enabling wait queues and queue callback.

Time-based routing

Create business hours that are a true reflection of how your team works. Make room for holidays, weekends (and lunch breaks too!) without compromising on the efficiency of your phone operations.

Intent-based routing

Give your callers the option of choosing whom to talk to. Using Agent Extensions, a traditional IVR menu or a Speech-enabled IVRS your callers can connect with the right team or the right agent who can solve their problems.

What’s under the hood of Freshcaller’s call routing system?

ACD

Choose how your agents are alerted for incoming calls. You can choose to alert all available agents simultaneously or ring the most idle agent first.

More about ACD

IVR System

Segment your incoming calls and route them to the right team, or pair an IVR menu with pre-recorded messages to build a self-service answering system.

More about IVR

Speech IVR (Beta)

Key presses aren’t the only way to navigate an IVR menu now. With speech-enabled IVR, your callers can use voice commands to find the right agent.

Smart Escalations

Smart escalations help you prepare for unforeseen circumstances during business hours and make sure that all incoming calls are taken care of.

More about Smart Escalations

Agent Extensions

Do you callers want to get connected to a specific agent without having to navigate an IVR menu or get transferred? Agent extensions make this ask into a reality.

Data Automated Routing (Upcoming)

Implement data-driven routing by leveraging the upcoming Data Automated Routing feature. Use data dips from integrated systems to route calls.

Holiday Routing

Holiday routing allows you to temporarily direct calls to queues that will operate during the holidays according to your business’s holiday calendar.

More about Holiday Routing

Business Hours Routing

Create time zone specific work hours for each team and plan the inbound routing of phone calls accordingly. Analyze calls based on business hours.

More about Business Hours Routing

Voicemail Routing

Use Freshcaller phone system to route calls to voicemail, customize business voicemail greetings, access transcriptions, or automate voicemail drops.

More about Voicemail

What customers say about our call routing engine