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3 Call Routing Strategies And When To Use Them

Oftentimes when it comes to our phone system, we implement a call routing process and move on with our day-to-day. But what happens when your business needs change, when your company scales, or you have staff changeover? With a variety of call routing strategies available to you, how do you know which one will work best for your business? Today, we’re breaking down three common call routing strategies and sharing their best use cases.

Round Robin

  • A very common routing strategy among those who already have call routing strategies set in place, the round robin simply directs callers to the available agent that has been idle, or inactive, the longest. Maximizing your agents' performance is a science. The one key factor when implementing a round robin is setting the variable that determines the order. We find it best to equally distribute the calls based on the agent with the longest waiting time, so that agents have the ability to hit their targets without worrying about being the first to answer. Pairing a team that you are confident in handling calls with a round robin call routing system makes for a very productive and successful day, while also keeping your call centre running like clockwork. If you want to automate your system and have it slice up the pie, opt for a round robin.

Ring All

  • This is your classic “first to answer” strategy, whereby all available agents get the notification on their devices simultaneously, and have the ability to retrieve the caller that comes into the queue as soon as they please. Not intended for every call centre, but this strategy works wonders for medium-to-large teams knowing that a vast number of agents can immediately take the call once it hits their desk, minimizing hold time. Proceed with caution, though, if you already witness a pattern of inactivity with regard to agents ignoring calls after hitting their respective daily targets. Iron out the kinks and a ring all strategy will put your organization top of mind for responsiveness.

Linear Hunt

  • Much like your current organization, or your favourite hockey team, this system runs a tier-based routing strategy (or if you’re a hockey fan - different lines). It routes callers to the available agents in a predefined order. Being a Canadian-based business VoIP provider, we like thinking in hockey terms, whereby each line that takes the ice has opportunities to play the game. As they start to drop in performance after a predetermined amount of time, the coach substitutes in the second line on the fly, and so on. Set your phone system to direct callers to hit your #1 group of agents, and if the call remains unattended within that team after a set amount of time, set it to hit your #2 group of agents, and so on. Studying your average call time and determining your time interval for when they will be switched over to the next set of agents will definitely rectify any lost calls you’ve been experiencing. If you notice that one specific group of agents can generally take longer to get through a queue than others or manage more advanced issues on a daily basis, this option is for you. Ensure your customers are taken care of by routing them to your next best team of available agents.

These are just a few tips that net2phone Canada can offer your organization when thinking about the future of your ideal business communications solution. The fun does not end here. Book a demo with one of our net2phone Canada team members today and explore the countless options we offer when it comes to customizing your business phone systems from A to Z.