Phone call routing and messaging is an essential part of any business, helping you show up for your customers when they need you. A well-developed call routing strategy can save you time and money while boosting your customer service.

Improve customer satisfaction and boost revenue through smart phone call routing

A modern VoIP system helps your sales and support teams handle calls efficiently and effectively. You can use it to route calls automatically or to improve team collaboration, and you can integrate it with your CRM software so that your customer data is in one place.

Routing is the process of placing an incoming call into a queue, and then connecting it to the right department or customer support agent. This ensures a faster problem resolution and reduces the amount of time your agents spend on hold.

You can configure your call routing system to route calls to specific teams based on skill sets, time zone, or location. You can also use it to distribute your calls evenly among team members, reducing the likelihood of call abandonment.

Skill-based routing directs calls to the right team for the task at hand, whether that’s technical support, customer support, or a different department. This type of call routing uses rules and algorithms to determine which callers need technical assistance and who has the necessary expertise to answer their questions.

If you’re looking for a call routing system that’s easy to set up, scalable and flexible, consider RingCentral. It’s ranked top among call management systems because of its robust feature set and ability to expand through a wide range of third-party integrations.

Using advanced features like IVR and extensions, callers can choose from a variety of options to get help for their issue. These can include options for billing, account management, change of plan, cancelation of a plan, and phone upgrade.

Your IVR prompts should be clear and brief to avoid confusion, and give callers information about their wait times or queue positions while they’re on hold. This can reduce the number of calls dropped and prevent call abandonment by callingers who don’t know where to go next.

You can also create voicemail drop-offs or automated greetings for your phone system to let callers know when they’ll be connected to the correct person in your organization. These features can help you deliver a better customer experience and boost productivity for your team, while keeping your phone calls out of voicemail boxes when the caller is away from their desk.

With a modern VoIP phone system, you can route incoming calls to the best available agent based on their availability and skills. You can even assign team members to specific responsibilities or groups of calls, and you can add notes and reminders when the conversation is over.

The right business phone system can make the difference between success and failure. It should be able to accommodate a large volume of calls, allow you to manage them all from a single dashboard, and keep your customers safe by preventing bad actors from utilizing your system.