The 7 Main Types of Call Routing
Posted: Sun Feb 02, 2025 4:50 am
Call routing employs Interactive Voice Response (IVR) and Automatic Call Distribution (ACD) technology to qualify and queue calls—and distribute them to your team. This gets the right salesperson to the right caller at the right time.
Now, let’s take a look at the main types of call routing.
The 7 Main Types of Call Routing
There are many types of call routing, and the best russia telegram data approach for your team is likely a variation or combination of those types. Why? Your needs—and your customers’ needs—are unique. And they change.
Check out the seven main routing types to find your ideal combo.
Skill-based routing: This routing type directs calls based on skill, expertise, or knowledge level, matching customer information to the ideal person on your team.
Time-based routing: Time-based routing works off time zones and business hours, making it useful for geographically diverse customer bases.
List-based routing: This type follows a fixed list—or prioritized salespeople—to direct calls. It’s helpful if you require specific expertise or during training, but it’s not objectively “fair” otherwise.
Round-robin routing: This routing type evenly distributes calls among salespeople via a uniform loop. So, A, B, C, D—repeat.
Priority-based routing: AKA VIP routing, this type is used with specific top or high-value customers, letting them bypass the queue and reach a salesperson (or a specific salesperson) without delay.
Now, let’s take a look at the main types of call routing.
The 7 Main Types of Call Routing
There are many types of call routing, and the best russia telegram data approach for your team is likely a variation or combination of those types. Why? Your needs—and your customers’ needs—are unique. And they change.
Check out the seven main routing types to find your ideal combo.
Skill-based routing: This routing type directs calls based on skill, expertise, or knowledge level, matching customer information to the ideal person on your team.
Time-based routing: Time-based routing works off time zones and business hours, making it useful for geographically diverse customer bases.
List-based routing: This type follows a fixed list—or prioritized salespeople—to direct calls. It’s helpful if you require specific expertise or during training, but it’s not objectively “fair” otherwise.
Round-robin routing: This routing type evenly distributes calls among salespeople via a uniform loop. So, A, B, C, D—repeat.
Priority-based routing: AKA VIP routing, this type is used with specific top or high-value customers, letting them bypass the queue and reach a salesperson (or a specific salesperson) without delay.