Automatic Call Distribution with Call Routing
Call routing enables real-time live calls to be distributed according to pre-defined rules set by your call center administrator or manager. You can choose to have calls distributed based on agents’ skillsets, workload or simply distributed evenly amongst the team.
The main benefit of using call routing is that it cuts wait time for callers, prevents endless call transfers to multiple agents, and improves the overall customer experience. Additionally, it ensures that all agents are working equally as not one agent will answer more calls than another.
- List-based Routing
- Round Robin Routing
- Skills-based Routing
- Times-Based Routing
Why Call Routing?
- Reduced wait time
- Decreased call abandonment rate
- Fewer voicemails and missed calls
- 24/7 communication
- Improved customer satisfaction
- Faster resolution
- Improved employee workflow
- Potential for increased sales revenue
- Specific call availability times on a per-agent basis
- Ability to transfer and forward calls when agents are busy
- More balanced employee workload
- Custom greetings and menu options
- Better customer self-service with IVR
- Prioritizing VIP clients
RingQ contact center offers call routing rules for all your call center needs. Easily configurable via the dashboard you can have your call routing rules up and running in minutes.
