The Anatomy of Call Routing

Call Routing for Every Situation

Call Routing for Every Situation Getting callers to the right employee is pretty straightforward !when you don’t have many of either, but as companies grow, obstacles can pop-up and get in the way of that direct connection. Enlisting an advanced routing system, however, can keep those connections clean and simple, no matter how many obstacles !are in the way.

Meet Merv. He’s a Customer Service Manager for CampCo, a successful and totally fictitious camping and outdoor equipment manufacture that we just made up. Here are just a few ways he can receive calls with VirtualPBX’s variety of routing options.

Call Routing for Every Situation

SelectRoute™

A caller has a problem with their new CampCo tent and she is sent directly to a custom greeting and prompted to enter her product’s serial number. Merv’s tent support team is assigned a category of serial numbers that covers this product, so they receive the call ready to help on any tent-related issues. While Merv uses serial numbers, this inputted code can be any meaningful value.

SelectRoute™

GeoRoute™

CampCo has stores all over the country and knows that each area has different weather and different needs so they’ve separated their agents regionally. When a customer wants to ask how to clean their sub-zero CampCo sleeping bag for their last trip up in the Rockies, his three-digit Area Code is instantly recognized and the call is sent to the appropriate group.

GeoRoute™

TrueACD™ Queues: Overflow Queues

Merv and the Service Department have been on the CampCo team for a while so, while they are mainly in Customer Service, they can field a variety of questions. Sometimes, there is a new product released and heavy inbound call volume to the Sales Team and, when a pre-set amount of traffic in the call waiting queue is reached, the Customer Service Team is added to the sales calls to help reduce wait time.

TrueACD™ Queues: Overflow Queues

TrueACD™ Queues: Skills-Based Ranking

One time Merv had to cover for a buddy in the Billing Department which isn’t exactly his area of expertise. No problem! With the skills-based ranking queue, Merv was added to the Billing calls but with a lower priority than the other folks. This way, Merv only handles calls when all of the other, regular Billing agents are already with another customer.

TrueACD™ Queues: Skills Based Ranking

TrueACD™ Queues: Load Balanced Routing

Merv is a superstar employee, but even he needs to operate at merely human levels from time to time, too. With Load Balanced Routing, Merv is the first on the list of his team to accept inbound calls, but instead of a simple hunt group which would just look for his extension first each time a new call comes in, TrueACD Queues from VirtualPBX remember who received the last call and route to the next eligible extension in an evenly-distributed fashion.

TrueACD™ Queues: Load Balanced Routing

Get Started Today! These are just a few different ways that CampCo can make sure that Merv and his co-workers are most efficiently used when it comes to dealing with inbound call traffic, but the routing options are virtually limitless. To learn more about how to maximize your own team of Mervs, get in touch with the call routing experts at VirtualPBX today.