Intelligent Call Routing - Simple Yet Effective Approaches
By Jim Iott
Most contact center professional understand the value Intelligent Call Routing. A contact center handles a variety of calls that require different types and levels of service. Some calls are best handled through automated response mechanisms. Other calls are ideally assigned to different agents based on the levels of experience, training or even geography. Intelligent Call Routing enables contact centers to automatically route calls to the right agents who can best answer questions, resolve customer service issues, or up-sell or cross sell products or services. The result is improved customer service, increased sales and agent productivity, and reduced costs.
But, understanding the value of Intelligent Call Routing and actually implementing effective strategies are two different things. Intelligent Call Routing into inbound call centers is a complex amalgamation of customer profiling, networking, database management and telephony. It is so complex that perhaps it is just easier to not bother – after all, we are all really busy.
But what if there were some really simple ways to get started? Would it be worth doing then?
Here are some suggestions based on a caller’s ten-digit phone number and simple real-time reverse phone append algorithms utilizing single geographic, demographic or modeled data elements…
· Callers with estimated income or wealth scores above a certain thresholds can be sent to senior sales agent for specialized service.
· Callers telephoning from certain parts of the country can be re-routed to agents with similar geographic backgrounds.
· Callers flagged as having a “Presence of Children” can be then forwarded to CSR’s who also have children.
· Callers flagged as new homeowners, can be routed to agents trained in cross selling homeowners insurance or home improvement products or services.
Inbound call routing can be that simple, and it can lead to dramatic increases in customer satisfaction, CSR performance and sales. Start with simple Intelligent Call Routing strategies and begin realizing the benefits of doing so, sooner rather than later.
Jim Iott is the VP of Strategic Development for Speedeon Data.
Since 2008, Speedeon Data®, has successfully powered clients’ direct marketing programs by providing the highest quality customer contact data and innovative data solutions, including real-time data append services, advanced data hygiene solutions, new mover programs, and other data services.
For more information regarding Speedeon Data visit http://www.speedeondata.com, or contact our sales department at 866.647.9219 or sales@speedeondata.com.