Call center software is a lot more advanced today than it was five years ago. Now, your call center can be an incredibly sophisticated part of your work system, and it can help you get your business in line and sell more products. One of the major features of this software that is popular today is called intelligent routing. This is basically a feature that takes phone calls automatically to the right person. Intelligent routing increases call center productivity in several ways.

For one thing, an intelligent routing system keeps a person who has expertise in payments from talking to someone who really has a question about setting up a new account. While the person in accounts payable might know something about new accounts, he may not have the knowledge or capabilities to see that one customer all the way through the process of account setup. Instead, he will probably have to forward the customer’s call to another representative, who will hopefully be the one who needs to take care of the call.

Intelligent routing as a part of call center software can eliminate this problem by increasing first call resolution. Essentially, this means that the individual who is calling your business is taken care of on the first try, which saves the caller time and leaves him feeling less frustrated with your company.

This technique also saves your employees time, too, though. How many customers could the accounts payable call center technician have taken care of when he was trying to figure out where to send the caller for that last phone call? At least one, if not more! Those were phone calls that were sitting in the hold queue, and that is something that your business must improve if it’s going to compete in today’s world of business.

As part of a larger system of call center software, intelligent routing can even make transferring voicemails easier. With intelligent routing, you can make sure that a voicemail gets to the right inbox every time. Again, this saves your employees time and keeps your customers and potential customers from having to call back more than one time. Intelligent routing can also be set up to transfer a voicemail to a department voicemail system so that your clients don’t have to wait until one particular individual in that department has time to call the customer back.