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Have you ever been frustrated because sometimes you make a customer call and it goes smoothly, and then you’ll make another customer call and it seems like it’s been passed from agent to agent? The solution is a well-designed call routing system that routes calls based on customer need and available agents by skill set.
Enterprise organizations require an integrated telephony system and phone system architecture to manage the large volume of calls. Features such as PBX routing and the call routing system help businesses to process calls efficiently and enhance customer satisfaction. FreJun makes it easy to configure the system and phone system architecture. It is ideal for small to midsized teams.
Table of contents
What Is a Call Routing System?
A call routing system is a solution that automatically routes incoming calls to the next available or best suited agent, department or external line according to specified rules.
The most important points are:
- Routing based on customer data/call history.
- Integration with telephony equipment and CRM systems.
- Scalability to handle large call volumes without queuing.
Use FreJun to centralize your call routing configuration and watch it perform.
Why Is Call Routing Important for Businesses?
Proper call routing is essential for businesses that experience high volumes of customers calling in.
- Save time and money by improving call routing.
- Improved customer satisfaction and loyalty.
- Improved agent productivity and job satisfaction.
- Lowered costs through efficient call routing solutions.
With the right phone system architecture, call routing can scale along with business growth while maintaining quality support.
What Are the Key Features of a Call Routing System?
Modern call routing systems offer multiple features that streamline communication and improve overall efficiency.
1. Skill-Based Routing
This reduces transfer rates, increases first-call resolution, and improves customer satisfaction.
2. IVR Integration
Interactive Voice Response (IVR) allows customers to navigate menus and self-select the department or service they need. IVR helps streamline call flow, reduces agent workload, and guides callers quickly to the appropriate resource.
3. Real-Time Monitoring and Reporting
Supervisors can use real-time monitoring and reporting tools to track key metrics such as average wait time, call duration, and agent performance. This data helps optimize routing logic, identify bottlenecks, and improve overall team efficiency.
4. Multi-Channel Support
Modern systems offer multi-channel support, integrating phone calls, chat, and email into a unified platform. This ensures a seamless experience for customers and allows agents to manage all interactions efficiently from a single dashboard.
How Does PBX Routing Work?
PBX routing is a way of routing incoming calls through a private branch exchange (PBX). PBX routing handles incoming and outgoing calls and assigns each call that comes in to the PBX appropriately to an internal department or agent.
1. Call Enters the PBX System
A customer dials a number and the private branch exchange picks up the call.
2. Routing Rules Determine the Destination
The private branch exchange uses rules to determine which department or agent the call is to go to.
3. Calls Are Distributed Based on Availability, Skill, and Priority
The private branch exchange uses the rules specified by the system administrator to route the call to the proper department or agent.
4. Example of PBX Routing in Action
A caller dials a phone number at a support desk. The call is automatically routed to a department or agent who is qualified to handle the customer’s problem. The problem is resolved faster and the customer is happier.
How Does Call Routing Improve Customer Experience?
Right call routing to the right agent makes customers comfortable because they are talking to the right person. This results in customer satisfaction, lesser wait times and calls are more likely to be answered on the first call.
- Lower call transfers and abandonment rates.
- Speedy service during peak hours.
Linking a call transfer system to your CRM such as FreJun enables the agent to see pertinent customer information prior to answering the phone.
Key Takeaways
A well-integrated call routing system which includes PBX routing, skill-based routing, and multi-channel support is essential.
- A call routing system will streamline communication and help you achieve first-call resolution.
- PBX routing and a call distribution system will make sure calls go to the right agent.
- Additional features such as IVR, skill-based routing, multi-channel support, and more, will further improve customer satisfaction and agent productivity.
- FreJun makes advanced routing easy simplifies setup, monitoring, and management.
Final Thoughts
A reliable call routing system is a fundamental requirement for any business intending to deliver excellent customer service. When you invest in PBX routing, IVR integration, and call routing systems, you will be able to manage your calls more effectively.
With a tool such as FreJun, you will also find call routing system setup and management a breeze. Invest in advanced call routing technology today and enjoy increased operational efficiency, happy customers, and a competitive edge.
Further Reading: How to Generate More Leads with Click to Call Technology
Book a FreJun Demo to see how FreJun can transform your business communication
FAQs
A1: A system that directs incoming calls to the most appropriate agent or department automatically.
A2: It reduces wait times, ensures calls reach the right person, and increases first-call resolution.
A3: Yes, it helps manage calls efficiently and improves customer experience even with a small team.
A4: It’s a method of managing internal and external calls through a private branch exchange system.
A5: Rules determine how calls are assigned to agents based on availability, skill, or priority.
A6: Yes, automated routing ensures calls are answered promptly and minimizes missed connections.
A7: Yes, agents spend less time transferring calls and more time resolving customer inquiries.
A8: Rules should be reviewed regularly to adapt to changing call patterns and team availability.
A9: Minimal training is needed, mostly to understand settings and monitor call flow.
A10: Yes, they can handle increasing call volumes efficiently as the business expands.