Optimize Call Distribution With Dialaxy's Call Routing Seamlessly direct incoming calls to the right person or department based on predefined criteria, ensuring efficient and effective communication within your organization. Try for FreeRequest a Demo Endorsed by top industry leaders Trusted by industry experts for excellence and innovation. How to set Call Routing on Dialaxy? To use the call routing feature, you must have an account with us. Create an account and follow these simple steps for call routing: Go to “My Number” and create a call flow design. Set IVR for the number. Depending upon the priority route the call to another number. You can also route the call to the agent group where the agent assigns the call to an available agent. What is Call Routing? To use the call routing feature, you must have an account with us. Create an account and follow these simple steps for call routing: Time-Based Routing: Routes calls based on the time of day or day of the week. Skill-Based Routing: Directs calls to agents with specific skills or expertise. Geographic Routing: Routes calls based on the caller’s location, connecting them to the nearest office. Fallback Options: If all agents are busy, offer the caller an option to leave a voicemail or request a callback. How does Call Routing work? A call is initiated when a customer dials a business phone number. The system then identifies the caller’s phone number and other available metadata, such as location. If an Interactive Voice Response (IVR) system is used, the caller may be prompted to provide input. The system evaluates the call against predefined routing rules. These rules can be based on several factors, including: time of say, caller location, agent availability, etc. Based on the evaluation, the system determines the best destination for the call. The call is forwarded to the chosen destination, which could be an agent’s phone, a specific department, or even a voicemail system. How to set call routing on Dialaxy? To use the call routing feature, you must have an account with us. Create an account and follow these simple steps for call routing. Go to “My Number” and create a call flow design. Set IVR for the number. Depending upon the priority route the call to another number. You can also route the call to the agent group where the agent assigns the call to an available agent. What is call routing? Call routing is a telephony feature that directs incoming calls to specific endpoints based on predefined criteria. Some of its types are: Time-Based Routing: Routes calls based on the time of day or day of the week. Skill-Based Routing: Directs calls to agents with specific skills or expertise. Geographic Routing: Routes calls based on the caller’s location, connecting them to the nearest office. Fallback Options: If all agents are busy, offer the caller an option to leave a voicemail or request a callback. How does call routing work? A call is initiated when a customer dials a business phone number. The system then identifies the caller’s phone number and other available metadata, such as location. If an Interactive Voice Response (IVR) system is used, the caller may be prompted to provide input. The system evaluates the call against predefined routing rules. These rules can be based on several factors, including: time of say, caller location, agent availability, etc. Based on the evaluation, the system determines the best destination for the call. The call is forwarded to the chosen destination, which could be an agent’s phone, a specific department, or even a voicemail system. Benefits of call routing on an organization Improved Efficiency Automate the distribution of incoming calls to the appropriate person or department, allowing employees to focus on their core responsibilities. Improved Customer Service Minimize frustration and wait time for customers by quickly connecting them to the right agent or department. Cost Savings Optimize available resources, reducing unnecessary transfers and keeping customers engaged by directing calls to the appropriate personnel. Flexibility Offer flexibility in managing incoming call volumes by ensuring equitable distribution among available agents or departments. Improved Productivity Allows agents to focus on their specific areas of expertise, spreads calls more evenly among them, and enhances overall workflow efficiency. Multilingual and Multi-time Zone Support Enables businesses to communicate with customers across different time zones and languages, making them available 24/7. Things to consider while routing calls 01. Business Hours and Time Zones Route calls based on your business hours to ensure that calls are directed to the appropriate destinations during and outside of working hours. Consider the time zones of your customers and agents to route calls appropriately, ensuring availability and reducing wait times. 02. Call Priority and Urgency Assign priority levels to different types of calls (e.g., emergency support, high-value customers) and route high-priority calls to the front of the queue. Implement rules for handling urgent calls, such as routing them to senior staff or providing immediate callback options. 03. Call Volume and Load Balancing Distribute calls evenly among agents to prevent bottlenecks and ensure efficient handling of high call volumes. Implement effective queue management strategies to manage peak times and reduce wait times for callers. 04. Fallback Options and Redundancy Establish a policy for how long voicemail messages are retained and ensure important messages are saved securely. Ensure voicemail messages are backed up to prevent data loss. Do’s and Don’ts about International number Do’s Don’ts Do Understand Your Call Patterns Don’t Overcomplicate the IVR Menu Do Use Effective Routing Strategy Don't Route Calls Blindly Do Offer Callback Options Don't Disregard Peak Times Frequently Asked Questions Can call routing be customized for specific needs?Yes, call routing can be customized to meet specific needs. Dialaxy offers various call routing strategies, including skills-based routing, priority routing, and location-based routing, to ensure that calls are distributed efficiently and reach the appropriate team member every time What types of call routing strategies are available?There are various call routing strategies available, including skills-based routing, alternating routing, priority routing, and location-based routing. These strategies ensure that calls are distributed efficiently and reach the appropriate team member every time How does call routing benefit the business?Call routing benefits businesses by directing customers to specialized agents, improving customer satisfaction, reducing wait times, and streamlining operations for increased productivity and cost savings. It’s an effective tool for optimizing operations and improving customer service How does call routing contribute to customer experience?Call routing connects customers to specialized agents, reducing wait times, improving first-call resolution, and personalizing the experience. It streamlines call handling for an efficient and effective customer service experience Is call routing scalable for businesses of different sizes?Yes, call routing is scalabile for businesses of all sizes. Dialaxy offers customizable call routing which can be tailored according to your business needs