call routing strategies

How to Connect More? Secret to a Successful Outbound Calling Strategy

A well defined outbound strategy is an integral aspect of customer outreach and campaign management. Although, many businesses have turned their focus to inbound, certain processes, especially those dealing with collection, financial services, real-estate, and telecommunication need a robust outbound calling approach. The key is to be able to dial out high volume of calls …

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Your Guide to Interactive Voice Response (IVR) 101

Phone rings (Tring tring, tring tring, tring tring…) A voice: Hello! Welcome to abc company. We are happy to help you! To speak to an agent press 1, to know the status of your query press 2, to lodge a complaint press 3, to return to the main menu press * Customer (Presses 1) and …

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8 Call Routing strategies to improve your customer experience

Customer care departments take care of different functionalities – whether the task is servicing customers or providing information on some small subject matter. With so much of work available in hand, it becomes difficult to manage call traffic during peak hours. Assuring that each time the call lands at the right party is a way …

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Queuing Theory and Erlang Distribution Explained from a Call Center Perspective

Queuing is a widely used concept that is an integral part of inbound contact centers. An ACD or Automatic Call Distributor is used by the call centers for distribution of incoming calls to particular agents or resources, ACD can hold the incoming calls in FIFO (Fast In First Out) sequence until an agent is free …

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7 Proven Benefits of Automatic Call Distribution

First of all, let us understand what is Automatic Call Distribution? Automatic Call Distribution is the process of routing incoming calls to the most suitable agent who can answer the caller’s need appropriately. It is practiced through a ACD (Automatic Call Distributor) system that distributes call based on pre-defined rules including skill-based call routing, First-In-First-Out, …

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