The 7 Main Types of Call Routing

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The truth is, when executed properly and with the right system, call routing reduces frustrations for your sales team while elevating the customer experience.

And since, on average, 49 percent of customers have left a brand in the past 12 months because of a poor customer experience—we’d say that’s pretty important.

So, today, we’ll explore call routing: what it is, why you may (or may not) need it, and how to make it work for you. (And bonus: we’ve also found some top software options for you.)

What is Call Routing?
Call routing is a call management feature that automatically directs inbound calls—based on pre-set criteria—to the most appropriate person on your team. It’s used to efficiently manage high call volumes and take care of your customers and leads in a timely, targeted manner. .
Callers don’t like to wait, right? And they don’t like to talk with the wrong person, either. Intelligent routing avoids both—and the chaos of internal call transfers.

Call routing employs Interactive Voice Response (IVR) and Automatic Call Distribution (ACD) technology to qualify and queue calls—and distribute them to your team. This gets the right salesperson to the right caller at the right time.

Now, let’s take a look at the main types of call routing.

The 7 Main Types of Call Routing
There are many types of call routing, and the bosnia and herzegovina telegram data best approach for your team is likely a variation or combination of those types. Why? Your needs—and your customers’ needs—are unique. And they change.

Check out the seven main routing types to find your ideal combo.

Skill-based routing: This routing type directs calls based on skill, expertise, or knowledge level, matching customer information to the ideal person on your team.
Time-based routing: Time-based routing works off time zones and business hours, making it useful for geographically diverse customer bases.
List-based routing: This type follows a fixed list—or prioritized salespeople—to direct calls. It’s helpful if you require specific expertise or during training, but it’s not objectively “fair” otherwise.
Round-robin routing: This routing type evenly distributes calls among salespeople via a uniform loop. So, A, B, C, D—repeat.
Priority-based routing: AKA VIP routing, this type is used with specific top or high-value customers, letting them bypass the queue and reach a salesperson (or a specific salesperson) without delay.