Call routing is incredibly important for call centers and businesses taking calls from customers. Many different forms of call routing exist. Time-based call routing allows you to move certain inbound numbers to specific agents or pools based on the time of day. Here are five key uses for time-based call routing.
Something that can harm your business is if customers call and no one is there to answer. This can leave callers feeling frustrated as the phone just rings endlessly at an empty desk. Even more problems can occur if consumers call and end up reaching the private voicemails of random employees. Time-based call routing will ensure calls are always handled in some way. You can use the feature to route calls to interactive voice response systems or specific mailboxes when no one is around to answer.
Balance Calls between Departments or Teams
Over 520,000 people work in call centers in some capacity today. Even the largest call centers have difficulty handling high call volumes during the day. Time-based call routing allows you to balance incoming calls between departments, representative pools or teams. You can specifically schedule when calls will start going to specific teams based on projections. You can then reroute those calls somewhere else later if the team goes home or has a meeting. This will help to reduce abandon rates and improve handle times.
Improve the Customer Experience
You must keep the people interacting with your business happy to build a strong brand, increase customer loyalty and raise lifetime values. This means you need to focus on the customer experience. Time-based call routing can give customers a good experience every time they call your business. Calls can be efficiently routed to live people or appropriate channels whether someone is in the office or not. This will leave customers with a positive impression of your company.
Prevent Calls from Reaching Certain Groups
Managing overflow when call volumes suddenly spike can leave workforce managers scrambling until things return to normal. If things get too hectic, then everyone in the overflow pool could end up suffering. That hurts the whole business. Time-based call routing can make this task easier. You can specifically set the feature to stop sending calls to specific overflow groups based on the times when they should not be disturbed. This ensures calls never go to overflow groups that are incapable of answering.
Reduce Unnecessary Transactions and Improve Efficiency
Since the first call centers opened in the 1960s, businesses have been looking for ways to improve efficiency. First call resolution for nearly every customer is the ultimate goal. Time-based call routing can help to improve efficiency. It gives you the tools to direct calls to the correct places for the time of day. This can help to reduce unnecessary transactions and improve the productivity of the people receiving the calls.