What is Call routing?

Call routing is when an agent of the call centre routes calls according to its respected agents when several calls are queued up. This helps to save the customers from waiting in line to get their queries answered. There are different types of call routing services like time-based routing, skills based routing, and round robin routing. The process saves customer attrition by making agents available 24X7, checking conversion rates, and revenue losses. Today major call routing services works with Computer Telephony Integration System (CTI).


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