What is Routing?

Routing is a management feature for contact centers that allows incoming contacts (such as calls, emails, or chat messages) to be placed in a queue and then directed to a specific person or group of people based on predefined business rules and criteria. This ensures that customer inquiries are handled efficiently and by the most appropriate agents.

How to Calculate Routing

Calculating routing efficiency involves measuring metrics such as:

• First Contact Resolution (FCR): The percentage of contacts resolved on the first interaction.
• Average Handling Time (AHT): The average time taken to handle a contact.
• Queue Time: The time a contact spends in the queue before being routed to an agent.

Why Routing Matters

Routing is important because:

• Improves Customer Satisfaction: Ensures customers are quickly connected to the right agents who can resolve their issues efficiently.
• Enhances Operational Efficiency: Optimizes the use of available resources by directing contacts to the most suitable agents.
• Reduces Wait Times: Minimizes the time customers spend waiting in queues.

Factors Influencing Routing

Several factors can influence the effectiveness of routing, including:

• Agent Skills: The specific skills and expertise of agents.
• Contact Volume: The number of incoming contacts at any given time.
• Business Rules: The criteria and rules set for routing contacts.
• Technology: The efficiency of the routing system and software used.

Strategies to Improve Routing

To improve routing, consider the following strategies:

• Implement Skill-Based Routing: Direct contacts to agents based on their specific skills and expertise.
• Use Intelligent Routing Systems: Employ advanced routing systems that use AI and machine learning to optimize routing decisions.
• Regularly Update Business Rules: Continuously review and update routing rules to reflect changing business needs and customer expectations.
• Monitor and Analyze Performance: Regularly monitor routing performance and analyze data to identify areas for improvement.

Related Terms

• Skill-Based Routing: Routing contacts to agents based on their specific skills.
• Interactive Voice Response (IVR): A technology that allows customers to interact with a computer-operated phone system before being routed to an agent.
• Automatic Call Distributor (ACD): A system that distributes incoming calls to a specific group of agents.

Conclusion

Routing is a critical feature in contact centers that ensures customer inquiries are handled efficiently and by the most appropriate agents. By understanding and implementing effective routing practices, organizations can improve customer satisfaction, enhance operational efficiency, and reduce wait times.