What is Call Routing

Call routing is a function that routes incoming calls from customers to the most suitable agents or departments. It automatically processes calls based on skills, availability, and priority.

Specific Routing Examples

For example, technical questions are routed to the support department, while billing-related questions are directed to the accounting team. This reduces the effort required for first-level response and allows customers to connect with the appropriate representative in the shortest time possible.

Benefits and Effects

It is an important mechanism that prevents incorrect transfers to wrong departments and reduces customer runaround, thereby improving customer satisfaction.

Key Features of Call Routing

Automatic Routing Mechanism

  • Automatically routes calls to the most suitable representatives
  • Enables department and skill-based routing

Customer Service Improvement

  • Reduces customer wait times
  • Prevents unnecessary transfers and improves efficiency
  • Significantly improves customer satisfaction