Ninety-one percent of customers will switch companies after one bad customer service experience.
A call routing system is a great way to ensure you’re providing the best customer service possible. It can help your business reduce call times and improve agent efficiency.
But choosing the right call routing system can be challenging.
There are several factors to consider, including the system’s functionality and capabilities. You also want to make sure that you can easily integrate the system into your existing technology infrastructure.
If you are wondering how to choose the best call routing technology, these tips are for you.
1. Consider Your Customer Needs and Goals
The first step in choosing the right call routing software is to identify your customer’s needs. You need to know what they want from your business and how you can help them achieve their goals.
Once you have a clear idea of what your customers want, you can then determine the features that they need. The call routing system should be able to provide your customers with these desired features so that they get the best experience possible.
2. Make Sure It’s Easy to Use
If you want to optimize the use of your call routing system, make sure it’s easy to use.
You don’t want customers getting frustrated with something that’s supposed to be helping them. A good call routing solution should be easy for anyone in your organization to operate.
It should be simple to set up, trouble-free to update and maintain, and painless for customers to interact with. If you’re looking for software that is easy to use, check out call routing with salesforce.
3. Consider Your Company Size
The size of your company will be a big factor in determining what kind of call routing system you should use.
If you have a small business with only one or two locations, then look for something straightforward to set up and use. A simple solution might be all you need to get started.
If you have a large company with several locations, then you’ll need something more robust. You’ll want a system that can handle all the different locations and employees while still being easy to use.
4. Create a Balance Between AI and Humans
With call routing systems, you need a balance between the use of AI and human agents.
AI is great for call routing and other basic functions, but it can’t replace human interaction. You need a system that allows you to switch between AI and human agents.
This will allow you to keep costs low while still providing excellent customer service.
5. Don’t Forget About Maintenance and Support
Any system will need maintenance and support at some point.
Look for a call routing system that offers regular updates, support, and training. This will allow you to keep your system running smoothly and efficiently.
It’s also important to make sure the vendor offers 24/7 maintenance support, so you can get help whenever it’s needed.
6. Balance Costs and Features
When choosing a call routing system, you’ll want to balance the features with the cost.
You don’t want to pay too much and get poor service. However, you also don’t want to choose an overly-simplistic system that doesn’t meet your needs.
The best way to find the right balance is to go through your call center’s needs and create a list of features that you need. Then, look for systems that offer those features at an affordable price.
7. Think About Customer Service
Your call routing system should offer excellent customer service.
You’ll want to choose a vendor that listens to your needs, offers suggestions, and answers questions quickly. If you have an issue with your system, you should be able to get help quickly without having to wait on hold or go through multiple levels of support staff.
You also want to choose a company that provides 24/7 support, as well as live chat and email access.
8. Research Provider’s Downtime History
When you’re looking for a call routing system, it’s important to consider the provider’s downtime history.
You should ask about the average downtime per month and how long it takes to restore service if an outage occurs. You should also ask how the provider handles an outage and what measures they take to prevent it from happening.
A good call routing service will have multiple redundancies in place so that if one part of its system fails, other systems can pick up the load.
9. Look for Reviews From Real Customers
The best way to find out if a call routing system is right for your business is to look at reviews from real customers.
Check out the company’s website and social media accounts for reviews from customers who have used their service before. Ask current customers about their experience with the provider and how happy they are with its services.
If you can’t find any reviews online, contact the company directly and ask for references. You should also look at the company’s reputation with the Better Business Bureau and other industry groups.
10. Ask About Their Security Measures
Security is a top concern for any business. You want to make sure that your call routing system is secure and that it can protect your customer’s data from hackers.
Ask about the company’s security measures when you choose a provider. Make sure they explain how they protect customer data.
If you’re using a cloud-based system, ask about their backup policies and how often they back up data.
These Tips Will Help You Choose the Right Call Routing System
Choosing a call routing system is a big decision.
You want to make sure that you are choosing the right one for your business and that it will work with your current system. If you follow the above tips, you can find the best call routing software for your company.
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