Poor call routing drives cost in multiple ways simultaneously. Misrouted calls and digital contacts require transfers, which double or triple handle time and tie up agent capacity that could be used for new contacts. First contact resolution rates drop when customers reach agents without the skills or context to resolve their issue, generating repeat contacts and additional cost. Unnecessary escalations to senior agents or specialized queues for routine issues inflate labor costs. In large contact centers, even a 5% improvement in routing accuracy can reduce annual costs by millions of dollars. Beyond direct labor cost, poor routing erodes customer trust - customers who are transferred repeatedly or cannot reach the right resource quickly are significantly more likely to churn. Intelligent routing across voice and digital channels is one of the highest-ROI investments in contact center operations.
Cost & ROI