Most of us are familiar with hearing pre-recorded voices & menu-driven recordings when we try to contact our beloved brand. This menu-driven message or voice guide us to the right customer-care agent so that we can put our queries & suggestion to them. Effectively automating call routing to the right person or department can optimize the call center’s work. It also helps increase customer satisfaction significantly.

According to a recent report, the Interactive Voice Response (IVR) cloud solution market will reach 6.11 billion USD by 2025. As per the projection, they will touch a compound annual growth rate (CAGR) of 6.31 percent between 2020 and 2025. All these facts show that companies are leveraging the IVR System (India and abroad) for call routing. This article will provide a comprehensive guide on call routing by IVR Systems (India) and how to efficiently direct calls to the right person or department.

What is call routing? How can we achieve this with IVR cloud solutions?

Call routing is a call-management technique seen in enterprise & business phone number systems. In the call routing technique, the customers’ calls get queued and then routed to a specific customer care agent or department, depending on pre-established rules and standards. Call routing provided by IVR Solution Providers like Knowlarity offers excellent features other than routing to the right person. We can set the time of day, call volume, which department or person to redirect, language preferences, etc.

IVR Cloud Solutions provided by IVR Number Providers like Knowlarity manages inbound telephony calls by routing the customers’ calls to the right agent or department. The IVR uses a pre-defined set of menu-based instructions where the IVR instructs/guides the caller to press the dial pad to identify which customer care service they want. Once they reach the accurate option, the IVR’s call routing feature connects the customer’s call to the right agent or department.

How does IVR direct calls to the right person or department efficiently?

Effective call routings through IVR Number Providers can increase operational productivity within the call center plus enhance customer experience. There are various ways IVR Cloud Solutions do effective call routing. They are:

1. Prioritize the customer: 

In all customer-centric businesses, customers remain the top priority. Since modern IVR solutions like Knowlarity can integrate with a CRM solution, they can extract customer insights. Through customer data from CRMs, it is easy to prioritize calls & redirect high-valued calls to skilled agents. Prioritizing the customers also helps the call center agents attend to the customers who are potential leads and are crucial to the business.

2. Skill-based call routing: 

Customers’ time is valuable, and brands should respect that. IVR menus can route customer calls to the most suitable agent through pre-existing menus. It can intelligently gauge who is skilled enough to attend the customer call (based on the menu) and solve the issue without wasting the customers’ time. If the agents are not skilled enough or new to the call center industry, they might waste customers’ time. So, IVR Cloud Solutions takes care of whom to route.

3. Reduce hold time before call routing: 

Another way to make the IVR System (India) efficient is to route the call to the most skilled and available agent. That way, the customer will not have to hold long enough to contact the brand. IVR Number Providers like Knowlarity allow easy customization of IVR cloud solutions so that anyone can set it up to route customer calls to the right agent or department.

4. Make IVR menus straightforward: 

IVR menus should be straightforward, easy to understand, and takes 1 or 2 steps to reach the agent. If the IVR menu and its pre-recorded systems cannot solve the query, it should redirect the call to the right agent to increase the first-call resolution rate. That will enhance customer experience and increase brand reputation.

 Conclusion

We hope this article has given a crisp idea about how IVR can help in call routing. Also, we have gathered insights into how to direct calls to the right person effectively through the IVR cloud solution. If you are looking for an IVR Number Provider, try Knowlarity.