How Call Routing Works - Call Qualifying

[rifat28dddd]

Call routing might be the next step toward better sales efficiency if you answered “heck yes” to one or more of these questions. Here’s how it works.

How Call Routing Works: A Deep Dive
Call routing identifies caller intent, sends callers to the appropriate queues, and connects them with the best-fit salesperson (or agent).

It includes three key stages: qualifying, queuing, and distribution.

Call Qualifying
First, you have to determine caller intent. Why are they calling you, anyway? You’ll need to collect and analyze this data to get them in the right queue—and to the right person.

Your routing system can collect this data in three main ways:

First, and most obviously, your system will consider the number your caller dialed. Support? Sales? Or, an extension for Billy in sales?

Second, the Interactive Voice Response (IVR) system provides callers a phone menu to key in their calling purpose, as well as additional customer information.

Third, your CRM can match the caller ID and provide china telegram data other relevant information on the inbound caller, such as their account history and recent interactions.

Close tackles the customer data part, with its eyes closed. (We are a CRM, duh.)

But the system also offers a built-in Phone Menu using IVR to route callers and connect leads with the right person at the right time. You can program each option to pass through to a specific person or department, forward to an external number (if that’s your setup), send to voicemail—or repeat the options.

This is one of our Premium Phone Number add-on features, and the upgrade runs an extra $19 per line per month on top of your standard phone rental rates.

Another neat feature? Custom IVR Greetings help you tailor the experience to the caller so you don’t lose that “hey, we know you’re a real human” vibe that standard phone menus leave out. (P.S. This is also a Premium feature.)

Seamless, personalized qualification and routing? Sign me up.