5 Call Routing Strategies IVR
Business is all about customer care. Making customers happy is fully dependent on the way you treat your customers. But making a customer care centre is not the end of all problems. Handling and keeping it up to date is a big hurdle as well. You have any experience in customer care, you might already know that sometimes things can get out of hand and the customer might have to go disappointed.
When a customer is calling, they should be treated right away. If there is a delay that might cause a damaging impact on your business reputation. In business, reputation is all what you have. Your call routing system should be organized in such way that no customer has got to bear any kind of wait.
Here are some call routing strategies that will help you out.
If you work in customer care, you must have heard of caller ids. It is a well-known fact that calls are being recorded in for better customer care. If they already have a database for that why not take some benefit from it? you should have a system, where if a customer is calling you often, his/her number should be added to the favourite list and they should be given higher priority. This way their calls will be treated first.
IVR Call Center Routing
This is the best technique for giving fast responses to the customers. It has been used by many bigger business companies. Basically, it is recorded voice that guides your customer to the right router by analyzing their problem. Using IVR, the caller has the freedom to choose the service according to his desire and problem. This service is quite flexible and guides the user step by step until they found the solution if the problem. If at the end they are still not satisfied, they will be assigned to an operator, so that they can talk directly about the query.
Calling service based on location
Establishing a GPRS system and checking caller’s location is no problem these days. If you are able to establish location-based service, that would be more opportune. This way the operator to which customer is talking to will not be a stranger and better communication will be established between the two of them. When the customer is talking to someone with the same language and accent, they tend to explain their problem in a better way.
If you have hired a person who is able to explain things in a better way than the other, sometimes in specific fields, your customer should get the benefit from that. If a customer is having a technical problem, then they should be handled by the person who has better know how of technical issues and has solved them in past too.
Least occupied operator
The call should be routed to the operator who has taken the fewest calls in a period of time. This may more customer will be handled in less time and customer waiting time will be much shorter.