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Call routing – advanced solutions

Routing of incoming calls and redirecting them automatically to appropriate departments are today’s basis for efficient customer service. Thanks to special solutions, the major customers are served immediately, difficult problems are forwarded to the most competent agents straight away, and external consultants engage to provide support in case of long queues.

How does call routing work?

A few customers telephone a company at the same time, which completely prevents others from making a connection. On top of that, other customers ask questions on the chat, and there are e-mails and website contact forms to be answered… Who to serve first? And who should serve them? The routing function provides a solution here. Routing was first used for managing telephone calls, therefore it is quite often referred to as ‘call routing’. Explained below are the routing principles, […]

Key performance indicators (KPI) in the call center

Measuring the quality and efficiency of work of individual consultants, their teams and entire departments of call center is necessary if the company seeks to continuously improve, or at least maintain, the reached level of effectiveness. Which indicators are most commonly used in telephone communication with customers?