Inbound Call Routing Explained: Benefits, Strategies, and Examples

At some point, you may also encounter the situation of waiting for a long time before being directed to the right department.😤

Call centers are trying to handle this problem to improve customer satisfaction, which is key for them. However, how do you achieve this? The answer is inbound call routing, which plays a key part in making that happen.

Everyone feels pleased when their calls are quickly directed to the appropriate agents or department, and inbound call routing helps to do this. Using an inbound calling strategy, call centers can provide fast, efficient, and smooth support, offering effective handle time. 😊

In this blog, we will explore the inbound call routing system, how it works, its various types, and the benefits of utilizing it. We will also discuss strategies to improve inbound call routing to create a seamless customer service experience, giving you an overall inbound routing overview.

What Is Inbound Call Routing?

Inbound call routing is the process of automatically directing incoming calls to the right person or department in a business. It helps reduce long wait times and unnecessary call transfers by quickly sending each call where it needs to go.

When you set up an inbound route, the system checks the number dialed by the caller and then decides where to send the call. This could be a direct line, a voicemail box, a queue, or another extension where someone is available.

For example, if a caller hears a message that says, “Press 1 for booking, press 2 for billing,” that’s inbound call routing in action. It helps guide callers to the right department without needing a receptionist to handle every call manually.

This system helps businesses of all sizes manage a high number of calls and reduce the chances of missed calls. It ultimately creates a better customer experience for the caller, enhances business productivity, and improves customer satisfaction with effective handle time.💼🎯

Understanding How Inbound Call Routing Works

There are different ways to set up inbound call routing, depending on the business’s size and needs.

One simple method is a static routing system. With static routing, calls are always sent to the same person or team. It works well for small businesses with few departments or where calls don’t need to move around a lot.

Another option is advanced inbound routing, which includes smart features like caller ID-based routing. This system can direct calls based on the caller’s identity or location. For example, if a call is from a VIP customer or a certain region, it might be routed to a special support team.🛠️📍

This type of routing helps businesses handle calls more efficiently and offer a more personal touch.

Introduction to inbound routes

An inbound call routing system, also known as an inbound route, is an important part of a functional PBX(private branch exchange). It routes callers’ inbound calls to the right destination based on their actions and handles calls effectively.

When you step up an inbound route, the system checks which phone number the caller dialed. Then, it indicates which line, voicemail, or other extension should be directed to. Direct Inward Dialing (DID) and Caller Identification (CID) are two major types of call routes that a PBX phone system allows.

Both DID and CID can be used to route inbound calls, or you can use one of them. If you don’t set specific DID or Caller ID numbers when creating inbound rules, it will match and direct calls to a default route in the PBX internal destination. Several destinations of inbound phone calling include:

• Extension to transfer calls
• Voicemail
• IVR (Interactive Voice Response)
• Ring Group
• Queue (Regular and priority queue)
• Hang up
• Callback
• Conference
• Outbound route

What Does Direct Inward Dialing Mean?

Direct Inward Dialing is a feature of the PBX system that sends calls to specific inbound phones. It resolves issues with going to a menu or queue, or the caller dialing an extension to route incoming calls. Businesses can assign personal telephone numbers to call center agents, which enables them to handle call distribution more efficiently, enhancing customer service.

The company buys a DID number from a telephone company or service provider and assigns it to an individual extension within the company. Its automated call routing automatically connects the callers to the extension whenever they dial a DID number. These numbers can route the call to any type of phone, such as:

• Voice-over-IP(VoIP) phones
• Mobile phones
• Landlines

Additionally, buying DIDs with SIP trunking becomes less costly. Since all calls come through one main connection, there’s no need for extra phone lines, hardware, or IT maintenance. Also, the SIP trunking works with most VoIP providers’ phone systems and is based on SIP(Session Initiation Protocol). It drops the need for an analog system, allowing businesses to run through an internet connection.

Here are the call route rules to follow to configure the DID number route:

I. Click to add a DID rule.

II. Give the rule a name, like “Sales.” This helps identify where the call routes. You can add or remove text to match the number.

III. Make sure the DID number format matches what your phone provider uses.

IV. Choose where the call should go during office hours. You can send it to:

• An extension
• Voicemail
• Forward to another number
• Fax to email
• Or simply end the call.

V. Now choose the destination for routing calls outside of office hours.

VI. Set your custom office hours if needed.

VIII. Save the DID rule to finish the setup.

What Is Caller Identification (CID)?

Caller IDs(CIDs) are a telephone system feature that displays the caller’s phone number on the receiver’s display when a call is received. This service is available on analog and digital phone systems, including VoIP platforms. If the service provider supports Calling Name Presentation (CNAM), it can also include the caller’s name.

Caller IDs are helpful for a business phone system as they help call center agents identify inbound callers or the geographic location of the individual calling a company. When existing customers call, their Caller ID is matched with CRM records, and the call is routed to the appropriate agents based on routing rules.

Here are the steps to create a CID routing rule:

1. Click “Add CID Rule” and give it a name (e.g., “VIP Customer”).
2. Enter the caller ID exactly as it appears on the screen.
3. Choose an SIP trunk to connect to this CID rule.
4. Set the call destination from this CID during office hours.
5. Set the call destination for outside office hours and configure custom office hours if needed.
6. Finalize and save the CID rule.

Furthermore, it is important to choose whether to mark this as a priority route for routing calls. It will impact routes that don’t include any details entered in the DID field. When selected as priority routes, calls with this CID will be routed, whether there is a route to the DID or not. The default priority route-based levels are matched in the following order:

1. First priority: Route inbound calls based on a specific DID and CID.
2. Second priority: Route inbound calls based on a specific DID but without a CID.
3. Third priority: Route inbound calls with no DID but with a specific CID.
4. Last priority: Inbound calls route with no particular DID or CID.

How to Improve Your Inbound Calls Routing Strategy

Improving inbound call routing is vital because it enhances both the customer experience and business efficiency. It also helps to deliver prompt, effective service, maximize resources, and improve customer satisfaction. Here is the inbound calls routing strategy you should follow to improve it.

1. Analyze call data to boost productivity📊

A useful feature in a telephony system is the ability to record inbound calls, which can be enabled or disabled for specific routes. It allows detailed records of customer interaction, which agents can use to resolve issues faster and recover the details that were overlooked. They can also be prepared to handle business calls effectively with pre-planned responses.

It is an effective tool to support quality management by allowing supervisors to review calls and provide feedback. When configuring inbound routes, you can enable or disable call recording to override recording behavior for calls using a specific route. This call analytics also improves workforce engagement.

2. Use A CID name prefix🔖

Simply adding a prefix to the caller IDs (CIDs) helps agents quickly identify the purpose or source of the call. For example, a”sales” prefix signals that the call is made to sales, preparing the agent before giving an answer and improving responses. It also enables effective call distribution in the incoming route.

3. Music on Hold🎵

Contact centers can customize hold music while configuring specific inbound calls or DIDs. It allows them to play targeted messages or advertisements, optimizing sales opportunities. This automatically enhances the customer’s wait experience as it reduces the likelihood of getting bored.

4. Language Selection🗣️

If you assign a language to each inbound route, it ensures that callers hear prompts and interact with agents in their chosen language. This telephony feature ensures that received calls have better communication and ensures callers are routed to agents with the correct language skills.

Some Examples of Inbound Call Routing

Here are several examples of inbound call routing to show how calls are directed effectively within the businesses:

 A. IVR Menu Routing🎛️

Callers may hear a menu of options, and their input routes the call to the respective department or appropriate agents.

For example

“Press 1 for sales, press 2 for support

B. DID-Based Routing 🔢

Calls coming to specific DID numbers are routed to designated extensions or departments.

For example

Calls to DID 5503301 route to extension 1001, while calls to DID 5503302 route to extension 1002.

C. Caller ID-Based Routing

Calls are routed based on the caller’s phone number.

For example

Calls from numbers starting with “1” might be routed to a special team or VIP agent.

D. Skill-based routing🧠

Skill-based routing uses information provided by customers to connect them to agents with the specific skill sets needed to handle their queries.

For example

Suppose a customer calls with a billing issue and prefers to speak Spanish. The system routes the call directly to a Spanish-speaking agent who is trained in billing rather than a general support agent.

E.Time-Based Routing🕓🌎

This type of routing directs the calls based on the agent’s business hours and time settings. It is mainly used at the call centers that serve global and geographically diverse customers.

For example

During business hours (Monday to Friday, 9:00 AM to 6:00 PM): Incoming calls are routed directly to the clinic’s receptionist or call center staff. It ensures patients can book appointments or speak to a nurse immediately.

Benefits of using an inbound call routing system

From above, you may have gotten an overall inbound route overview and how it impacts a company’s customer interaction. It streamlines communication and optimizes resource usage, confirming that calls handled are effective and efficient. Let’s look at some of the benefits listed below.

I. Prompt Customer Response

Consumers don’t need to endure long wait times, as inbound calls are routed based on the agent’s availability. This also helps them solve their issues or queries, as the agents with the best skills are assigned to them. Routing the calls to available agents also drops unanswered calls, dropping the need to leave a voicemail instead.

II. Cost Optimization

Inbound call routing boosts agents’ productivity by using their time and skills efficiently. It’s one of the call management features that minimizes the likelihood of errors during call transfers as calls are routed to the most suitable agents. With proper call transfers, customer satisfaction improves as callers are connected to the right agents faster.

It even boosts the number of calls handled and decreases revenue losses from missed or abandoned calls. Agents give their best, cause effective call distribution avoids work overload. This also eliminates the need for manual call transfers or an additional receptionist.

III. 24/7 Availability

Without the need for manual call transfers, businesses can provide 24/7 support for any inquiries. This means customers get prompt service, increasing brand value and revenue potential. They can also direct calls to agents or offices in different time zones, ensuring customers always reach assistance.

IV. Self-Service Options

Inbound call routing can integrate with an IVR(Interactive Voice Response) system that allows callers to use self-service features. Customers can perform tasks such as checking account balances or order status, without needing to speak to an agent. It helps to reduce call volumes and empowers customers.

V. Improved Customer Experience

It helps configure calls to the right agent or department, reduces wait times, and increases first-call resolution rates. This eventually leads to better customer interaction, improved satisfaction levels, and improved customer experience to support a business’s growth.

Conclusion

Inbound call routing is crucial for delivering a smooth and satisfying customer experience. By directing calls to the right department or agent, businesses can reduce wait times and improve the first-call resolution rate. Using CID and DID, companies can handle inbound calls to match customers’ expectations.

Additionally, businesses can enhance agent productivity and customer satisfaction with features like call recording, language selection, and IVR integration. In this competitive field, where customer interaction counts, smart inbound call routing isn’t just a benefit—it’s a necessity.📞🚀

FAQs

What happens if I don’t configure any forwarding numbers?

The call will disconnect immediately after dialing the number. However, if the number is assigned to a staff member and call forwarding to the web or mobile app is enabled, the call will be forwarded to those platforms instead.

What are some advanced features that can enhance inbound call routing?

CID name prefix, custom hold music, and language selection are the features to configure calls to a specific route to improve agent productivity, customer experience, and operational flexibility.

Can I route calls based on caller identity or location?

Yes, it is possible. Caller ID-based and geographical routing help route incoming calls based on who is calling or where they’re located.

Is the inbound call routing system effective?

Using Inbound call routing reduces hardware needs, improves agent productivity, reduces missed calls, and eliminates manual call transfers, making it cost-effective.

What is the benefit of using DID numbers?

DID numbers forward calls directly to a specific agent or department without going through a menu, which boosts productivity, improves efficiency, enhances customer experience, and increases efficiency.