Posted Date: 27/10/2018
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Call Center Solution: Tips to Use Different Routing Rules

The call center industry is very big. All across the world, there are thousands of call centers, customer care centers, BPOs and KPOs that provide bread and butter to thousands of employees and satisfy thousands of customers daily. The big companies rely on the call center industry and that’s the reason it is good to follow strategic approach so you can satisfy your customers being service provider in the call center industry. The first thing is you must be using the best call center solution. You can also use a contact center solution that supports all different communication modes such as, SMS, Email, Fax, Chat, etc. unlike a call center software that only supports voice calls. Regardless of the fact, whether you are using the call center solution or a contact center solution, you can make a strategy to use it in your favor.

One of the main operations in the call centers, BPOs and KPOs is to take care of inbound calls and for that a call center solution comes with a wide array of call routing rules. Some of the most common call routing rules are listed below:

·         Skill based call routing

·         Round robin

·         Sticky agent

·         Shortest call wrap up

·         Most idle agent

Often the call centers use default call routing rule which is set by their contact center solution provider. However, you can make changes in the rules. You can try different routing rules in different campaigns to see the results. The right rules can increase customer satisfaction and agent productivity. You can perform A / B testing as well for different call routing rules to identify which rule works best for your campaign.

Let me share some best practices related to call routing rules used by many high performing call centers, BPOs and KPOs.

If you are running a customer care campaign for a premium product, then you must use the sticky agent call routing rule. The sticky agent assures that the call of the customer is routed to the same agent he talked last time. This is very helpful in creating good rapport with the customer which is needed in the long run support services.

If you are running customer care campaign for temporary campaigns or giving answers on inquiries, then skill based routing is the best call routing rule. The skill based routing will route the call to the agent which holds the most expertise in handling the call.

You can also use other call routing rules based on your agents and their skills. For example, if you have many agents, then most idle or least call wrap up call routing rule can be helpful.

The VICIDial: Call Center Solution doesn’t have sticky agent call routing rule by default, but you can get the VICIDial customization to add this routing rule to take its advantage.

It is always good to try all available features of the call center solution so you can leverage maximum benefits.


Elision TechnoLab LLP is the leading supplier and pioneer of VoIP solutions Services around the world. Company have expertise in Interactive Voice Response IVR


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