Efficient service with smart routing
A customer service system is a system that allows customers to open calls and receive answers to their questions, requests and faults that need to be addressed. Everyone knows the phenomenon of "I don't deal with this matter, wait a moment on the line and I will transfer you to the appropriate party" - a response that usually causes the average customer an uncontrollable tic in the eye and an endless desire to switch to a competing company in order to receive better service. What is smart routing for customer service and how can it provide a more successful solution to the routing problem?
Does the customer need a human response?
Not all requests or faults need a human response. There is a well-known joke among computer people: an industrial and management engineer, an electronics engineer and a computer engineer were driving a car and suddenly an explosion was heard. An electronics engineer says: We have a flat tire. An industrial and management engineer says - a wheel needs to be changed. A computer engineer says - maybe we should try turning it off and on?
Today, when many systems are computerized, the simple solution of turning it off and on is an immediate solution in many situations: modem, converter, computer, application, smartphone, and more. Take for example a problem that may occur in applications that use GPS (this could be navigation applications, ordering taxis, paying for public transportation, deliveries, maps and more). Sometimes, a smartphone can go crazy and not get access to GPS, which in turn will create a problem using the app. The immediate solution is to turn the phone off and on, which will solve the problem in 95% of cases. Customers who have already encountered the problem will perform the required action themselves, others should be reminded to try turning the phone off and on before opening a service call. When there is an available database and scripts that send the customers to perform such simple solutions themselves before opening the reading, many of the readings will not need treatment at all - and the client will receive a quick and immediate response.
Initial routing is routing that answers the question - is it necessary to open a call or is it sufficient to use only the customer's knowledge and action database?
Geographic routing
When the service system is spread over a large geographical area, it is useful to have agents in different geographical areas when in each area the agents operating in the same area provide service to the customers of the same area. In this way, the required service delivery time is shortened because there is no need to transport agents over large distances.
A smart call management system knows how to associate agents and calls to certain geographic areas and activate agents from that geographic area in order to respond to calls in that area.
Routing according to product or service
Different agents respond to different types of problems. It is impossible to expect a technician to give a good answer to a problem in the field of finance, for example, and even if it is technicians - there are technicians who specialize in different fields or products. An efficient service call routing system knows how to transfer and direct calls received to those agents who provide the answer to the type of problem or request that arises. The customers do not wait to be transferred from an agent to an agent, and the agents' time is not wasted on trying to handle problems that are not in their area of authority or expertise.
Priority in routing
Sometimes there are customers we don't want them to wait, or problems of this type that concern many customers. We would like to give these types of problems a higher priority and deal with them before other problems. Using a smart call routing system - we can do this.
Temporary smart routing
Some of the routing problems that may arise are temporary: a certain agent is overloaded with inquiries due to a regional association or field of expertise and a temporary load of this type of inquiries. A smart service call routing system knows how to deal with these temporary difficulties and direct calls to a replacement agent if there is a temporary load or when a certain agent is temporarily unavailable due to illness, vacation or reserve.
Smart routing of service calls is essential for a smart and effective service call management system. Such routing makes the customer's service experience better and, on the other hand, optimizes the provision of the service and allows the company to provide better service, in shorter times.
