The end result? Higher customer satisfaction, as well as smoother call management for your business.
IVR is a strategic tool that benefits your callers by reducing wait times and improving service accuracy. With a well-optimized routing system, they can easily find the sector they are looking for without having to transfer from one agent to another.
The key is to design call flows that take advantage of different types of IVR routing. Each offers a unique function and has specific scenarios for which it is best suited. Most businesses use more than one type.
Here are the six IVR routing types I will cover:
- Caller ID Routing.
- Data Directed Routing.
- Location-based routing.
- Routing menu options.
- Time-based routing.
- Skill-based routing.
The most modern Business phone services And Call Center Software Add built-in tools to configure basic IVR routing. Administrators can easily configure an IVR for a single office or a simple phone tree without the help of an expert. Complex IVR routing may require expert assistance as well as upgrades and third-party integrations.
1. Caller ID Routing
Caller ID routing uses the caller’s phone number to determine the best course of the call. This method is perfect if you need to create a personalized experience for repeat callers or prioritize important clients.
If so, you can configure your business’s IVR system to recognize the phone numbers of existing clients or VIP customers. When these customers call, the system will direct them to a dedicated account manager or priority support team.
This ensures that high-value customers receive prompt and personalized attention, which should keep them happy.
In addition, you can use Caller ID routing to identify and redirect frequent callers to specific departments with whom they interact regularly. This will streamline the caller’s journey by reducing the need for repeated navigation through the IVR menu and will also help your business. Manage call queues more efficiently..
In short, Caller ID routing is a good way to offer a tailored experience to high-value customers or to streamline service for existing customers – both of which should strengthen customer loyalty.
2. Data Directed Routing
Data-directed routing uses your customer’s previous interactions. Improve call flow and create a more personalized experience for callers. By accessing customer data such as purchase history, account information, or previous service requests, this IVR routing type intelligently routes the call to the most appropriate agent or department.
Callers identified as delinquent through account history can be routed for collection, for example, or routed based on real-time information such as account status or service level agreements. is From there, customers can get information or Pay using IVR..
Bypassing common inquiry channels saves time for the caller. It also ensures that they are speaking with an agent who is already familiar with their specific needs.
Callers will appreciate data-directed routing, as it personalizes service and reduces the need for them to provide the same information over and over again. Like the other types of routing on this list, if you use it correctly, you’ll see higher satisfaction rates and ultimately greater customer loyalty.
3. Location-based routing
In location-based routing, the IVR system uses the caller’s geographic location to route their call to the nearest or most appropriate service center or representative.
This approach is most helpful if your business has multiple regional offices or service areas, as it ensures that your callers have local support tailored to their specific region.
Suppose you run a retail chain with stores across the country. You can use location-based routing to ensure that your callers are connected to the store that is geographically closest to them.
This approach also allows for accurate delivery of area-specific information, such as local promotions or inventory. Similarly, if you have a service-based business that is region-specific, such as a utility company, your callers can automatically connect to local offices for more relevant assistance.
Overall, location-based routing provides a more personalized experience to callers while also helping your business manage call volumes across different locations more efficiently.
4. Routing of menu options
This is one of the more familiar types of IVR routing. As the name suggests, callers are given a number of menu options to choose from. Based on their selection, their call is routed to the most appropriate agent or department.
The good thing about this approach is that it is extremely versatile and can be adapted to a wide range of service needs. For example, a utility company can use menu options routing to categorize calls into billing, outage reporting, or general inquiries.
By pressing the relevant number on their keypad, callers can be instantly routed to the appropriate department without having to speak to an intermediary. This not only speeds up the call handling process, but also ensures that your callers are connected to agents best equipped to solve their specific problems.
Menu options can also be great for improving performance. Can be designed for this. Reduce high call queue times. During busy hours by segmenting calls based on inquiry type. During a promotional period, for example, a retail business might have a dedicated menu option just for promotional questions, which helps if you’re expecting an increase in these types of calls.
5. Skill-based routing
Skill-based routing is one of many. Key Features of Call Center Software. It’s all about connecting your callers to the most qualified agent possible. This is especially useful if a customer has a more technical issue or needs additional guidance that requires the assistance of one of your more experienced agents.
This IVR routing type analyzes the caller’s input or profile, then routes the call to an agent or department with the required expertise.
This method is especially effective for tech or software businesses, or any company that requires specialized knowledge or handling of calls.
Your tech company can use skill-based routing to route technical support questions directly to your IT specialists, or to route billing-related calls directly to the finance department.
Because this routing method instantly connects callers to someone with the necessary expertise to help, it can help them solve their problems more efficiently—that is, you High customer satisfaction level for K’s call center.
Skill-based routing can also be programmed with a language component or preference. For example, a caller with a preference for Spanish can be directed to a Spanish-speaking agent, making the service more accessible and personalized.
6. Time-based routing
Time-based routing is exactly what it sounds like. This IVR system directs calls based on the current time of day.
Does your business need to handle calls during non-business hours or while working different shifts? Time-based routing is particularly effective for these use cases. It allows you to set up predefined rules that automatically route calls to the correct destination depending on when they are received.
This is fairly straightforward for offices with standard business hours. For virtual contact centers, businesses that operate across multiple time zones, and other organizations with a distributed workforce, this routing method becomes absolutely critical. If your business receives an after-hours customer service call in one time zone, it may be routed to an office in another location where agents are still working.
Similarly, during weekends or holidays, calls can be sent to mobile numbers or voice mail. Thus, customer inquiries are not left unattended.
Time-based routing is a great way to enhance the customer experience by reducing wait times and ensuring that concerns are addressed quickly, no matter what time the customer calls.