Every business wants to improve its regular services by providing the maximum satisfaction to its customers. To do this, first thing that should be given utmost importance are the strategies that are being used up for the Intelligent Call Routing.

Effective Intelligent Call Routing

There are a few reasons that might make the customers unhappy. They are:-

1. Go on making a number of attempts to sort out a problem.
2. A lot of time consumptions to resolve.
3. Constant repetition.

These problems should be resolved as soon as possible by following some strategies. The first and the foremost thing that should be done is that the customers should be connected with the right people at the right time to make them happy and satisfied. The one major problem that arises is that the resources are limited, which involves the staff, machinery etc. but at the same time, more and more people are being a part of this, increasing its demand many folds. The resources are very limited in nature.

The number of agents working is fixed, the skills in sets are also limited, and most important factor is the time factor which is also limited in nature. While if we see on the other hand, the customers are not easily predictable. The demands of customers may differ from one person to another and are extremely variable.

So, the customers may get inconsistent customer services, some of the calls from the customers might also get dropped, there may also come a situation when the same customer has to go on repeating its story to a lot of agents. All these fluctuations may be very frustrating and annoying for the customers and they might lose interest with the passage of time.

To cope with all this and become a successful center for call routing, one has to use a lot of smart strategies. Waiting times can be irritating at one point of time and same is the problem with the resolution times. First of all, both of these should be eradicated from the root. One should aim to achieve efficiency in its operations. When the customers are happy and satisfied, it would ultimately result in the increase of the pay off.

These are a few more strategies which one should follow for an Intelligent Call Routing, they are:-

1. Let the Customers talk to the same agent they had their previous talk with
   People get frustrated when again and again they have to share the whole story with a totally new agent. So, the primary task which the contact centers should perform is to make sure that the calls go to the right agent.
2. Expand it to a Multi-Channel
   Call centers are confined and have only one resource for the purpose of management. There may arise a situation when a lot of calls come at a same period of time, many new emails, and a number of messages as well. At this point of time, all the other new tasks are handed over to the next skilled agent or call receiver. Earlier was the time when only telephone prevailed for the purpose of call routing, but now with the advancement in the field of technology, more and more people are using multi-channels for the purpose of communication with the agents.