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Scout Overview
Call Routing
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Intelligent call routing makes the difference between running an efficient call center and running to catch up with your calls. Intelligent call routing sends your calls to the most appropriate part of your call center, whether that's the Customer Service Team, an Account Collections Officer, or an Interactive Voice Response application populated with informative voice prompts.
Most importantly, Scout delivers an Applications approach to call center management, so the technology supports the call center's business mission.
Call Center Administrators use Scout's graphical tools to design and implement call routing strategies that work for the center's individual needs. Administrators build graphical routing scripts that are logical, maintainable, and easily changed. In addition, Scout's unique Dynamic Extensions help deliver special callers to just the right agent. Calls can be routed on time-of-day, day-of-week, dialed number, dialing number, customer account number, and other combinations of data that are easily captured through Scout.
Intelligent call routing helps the call center support multiple product lines, multiple functions such as sales and surveys, and even multiple corporate identities. With Scout's routing capabilities, the call center can manage multiple campaigns with the same team or with specialized teams for each campaign.
Call Routing Benefits
- Staff for normal traffic levels, even during peak conditions.
- Minimize your callers' average wait time.
- Get your callers to the most appropriate agents.
- Send calls from problem accounts to the Credit Department automatically.
- Run multiple corporate identities on the same phone system, serviced by the same agents.
- Present a consistent, appropriate face to the outside world.
- Ensure that your callers are appropriately serviced after normal business hours.
- Pop the caller's database record to the appropriate agent before the agent gets that call.
How a Call Call Gets Routed
Call routing requires data, such as the time of day when the call arrives, and it also requires rules to ensure that the caller reaches the right party or information source. The data available to the call center typically include:
- Automatic number identification (ANI, or the
dialing number);
- Dialed number identification service (DNIS, or
the number being called);
- Caller line identification (CLID, essentially
the same as ANI);
- Caller inputs to the telephone keypad, audible
as DTMF (touchtones);
- The time and day of the week when the call arrives
at the call center.
With Scout, any one of these inputs can trigger a call routing rule, which the administrator writes
with Scout's visual configuration tools. A rule may be as simple
as "If the call arrives after business hours, play a message,
invite the caller to leave voice message, and disconnect at an appropriate
point." Or, routing criteria may include all of the inputs
mentioned earlier, along with multiple menu systems and provisions
for automatic callback or message delivery if required.
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