Advanced call routing software is like a good suit: It should cover your butt, no matter what. And they call it "advanced" for a reason: One of the major benefits of advanced call routing software is how customizable it can be! This way, no matter your needs, your software will make you as efficient as possible. Here are some ways that your advanced call routing software can be tailored to suit your needs:
Using a proper advanced call routing software will be able to distribute calls by location, in two different ways: It can route to a call rep based on the location of the caller, or it can route the caller to a specific store based on that store's location. This way, your customers get routed to their nearest store, or your call reps can only take calls from an assigned area. It's all about organization.
Your call reps are busy people, and their schedule may fill up rapidly with scheduled calls, meetings, or time off. Advanced call routing software can take this into account and be set up to route to specific reps at specific times of day, ensuring every call gets answered by someone ready to pick up the phone.
Jane Smith from Fresno is calling for a second time, and wants to talk to the same rep as last time. Making sure her call reaches that person isn't just good customer service, but it's a great way to boost sales. Luckily, any good call routing software can identify the number that's calling and route the call accordingly, to make sure your agents' clients always wind up in the right hands.
For companies just starting with a handful of new reps, sometimes it's better to just spread the wealth. If you need a round robin system to make sure all of your agents get an equal amount of calls, you'll need an advanced call routing software. Use this to make sure nobody on your team is getting over- or underwhelmed.
A Combination of Any of These
Maybe you need your calls to fit the schedules of a nation-wide series of call centers that all work on different time zones, all while keeping calls evenly distributed. Maybe Jane wants to talk to her rep even when she's on vacation in Florida, and you have to prioritize one sorting system over the other. This can be a headache unless you're using a truly advanced call routing software.