Is Your Call Routing Doing Its Job?

The results of ContactBabel’s annual industry research highlight various changes in enquiry routing as businesses strive to boost the customer experience.

Based on surveys conducted with over 200 UK organisations, the results demonstrate trends that reflect subtle changes in the use of call routing. Several notable differences between the smallest (below 50 seats) and largest (over 200 seats) contact centre operations are now apparent.

Intelecom sponsored ‘The Interaction Routing’ chapter of The UK Contact Centre Decision-Maker’s Guide 2015, published by ContactBabel.

Highlights of the research include evidence of an increasing focus on skills-based routing in larger contact centres, and a wider pool of established skills to recruit for. It also looks in detail at the the optimum menu levels for sales and service contact centres of various sizes.

“The subject of enquiry routing often appears to be overlooked by marketers and even vendors in an industry where technical innovation is king. Yet the fact remains that routing is the foundation and glue of every contact centre. Without it, the contact centre operation would quickly fall apart. In an age when customers demand a far higher level of interaction with the organisations they do business with, sophisticated interaction routing capabilities are critical,” said Borge Astrup, Managing Director of Intelecom Contact Centre Division.

For more information and to see the full results of ContactBabel’s research around Interaction Routing and Intelecom’s response to it, visit their website.