Call routing

The technique of placing calls from one point to another in the fastest possible way to avoid tolls and congestion.

pilot routing
guide routing
route a call
direct routing
dispatch routing
routing a call

knowledge

cross-sector

Call routing is an essential knowledge of the following occupations:

Call centre analyst: Call centre analysts examine data regarding incoming or outgoing customer calls. They prepare reports and visualisation.
Call centre supervisor: Call centre supervisors oversee call centre employees, manage projects and understand technical aspects of the call centre activities.

Call routing is optional for these occupations. This means knowing this knowledge may be an asset for career advancement if you are in one of these occupations.

Call centre quality auditor: Call centre quality auditors listen to calls from the call centre operators, recorded or live, in order to assess compliance with protocols and quality parameters. They grade the employees and provide feedback on the issues that require improvement. They interpret and spread quality parameters received by the management.
Service manager: Service managers are responsible for the supervision and coordination of the provision of different professional and technical services to customers. They ensure a smooth interaction with clients and high levels of satisfaction post-service. This occupation includes the provision of policing, correctional, library, legal and fire services.
Call centre manager: Call centre managers set the objectives of the service per month, week, and day. They perform micromanagement of the results obtained in the centre in order to proactively react with plans, trainings, or motivational plans depending on the problems faced by the service. They strive for achievement of KPIs such as minimum operating time, sales per day, and compliance with quality parameters.

References

1. Call routing – ESCO