Call Center Solution with Different Call Routing Rules


Call centers and customer care centers heavily rely on the call center software. The call center software comes with a wide array of features and these features vary from vendor to vendor. To make sure you buy or have the best call center solution, it is very important that you understand the features available in the call center software. Today, I will share more details on the call routing rules, one of the features available in the call center solution. The call routing rules are really important for the call centers that are offering customer care or customer support services.

What is call routing rule?

In simple language, the call routing rule is how the call is distributed to different agents. In technical language, this call distribution to the agents is called call routing. The call routing rules play a very important role in the call centers as it has some amazing impact on the performance of the agents as well as the call centers which define the customer satisfaction. The call center solution can have more than one call routing rules. I will share top 3 call routing rules that a majority of call center solutions have and these are very useful as well:

1.      Random call routing

Here, the call center solution randomly routes a call to the available agent. Here there is no specific routing rule gets applied. The call center software will look for the available agent randomly and will simply route the call to that agent.

2.      Round robin call routing

The call center software, here, routes the call to the agents in a sequence. It means if there is 1 to N agents, the first call will be routed to the first agent, the second call will be routed to the second agent and this way the process of routing the calls goes on till the Nth agent and then it repeats itself. This way the call center solution aims to get the maximum possible productivity from each and every agent available in the shift.


3.      Least talk time call routing

Here, the call center solution uses a specific algorithm in which it will look for the agent which has invested least minutes on live calls during the day. The call will be routed to the agent with this least talk time. This algorithm aims to make sure all agents are giving their 100% and the resources are used wisely in the call center.

There can be other types of call routing rules as well. However, these three are more commonly available call routing rules in the call center solution because of their effectiveness in the call center industry.

If you are looking for a reliable call center software with the above mentioned call routing rules and some other features, iNextrix Technologies Pvt. Ltd has one of the best call center solutions. Visit https://inextrix.com/solutions/call-center-solution to know more about this call center software.

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