GoResponse Telephone Answering Service Staff

Create maximum efficiency with call centre routing systems

Routing systems are an essential call centre tool, allowing callers to be directed towards the right personnel who can provide them with the right help.  It is pointless answering calls if agents then have to put people on hold and pass them through to several various employees.  Getting a telephone answering services routing system correct, however, can be complex.  But there are many ways to improve efficiency.

One of the best ways to discover just how well a routing system works is to actually use it.  Before making changes, executives can call their call centre and work their way through the various menus.  If, at any stage, it becomes long-winded and frustrating, then changes must be made.

Improving call centre routing system efficiency can often be done with a simple spring clean.  Over the years, many call centres will add options here and there, or alter messages.  Whilst, at the time, these only seem like minute alterations, they can make an overall system far too complicated.  Simply going into menus and stripping out unnecessary options can improve routing systems very quickly.

Finally, regular callers quickly get bored of the same old messages and hold music.  Businesses can greatly improve their services by changing music on a regular basis.  In addition, updating messages regularly to reflect service status or even the time of year can have a positive effect on callers.

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