Call Routing
With a powerful virtual phone system, you gain complete control over your calls. Route calls based on your schedule, availability, and priorities. Direct them to voicemail, alternate numbers, or even custom voice messages—the choice is yours!
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What is call routing?
Call routing intelligently directs calls based on caller ID, time, department, or agent availability, ensuring quick connections and boosting customer satisfaction. It optimizes efficiency by distributing calls effectively and lets you set availability for improved work-life balance. Streamline your business communications with the power of call routing.
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Call routing options in My Country Mobile
Time-based routing
Efficiently route incoming calls by directing them either to a single extension or a designated team member.
Caller ID routing
Recognize specific callers and send their calls to designated individuals or departments. Great for VIP clients or specific sales leads.
Call to user
Direct incoming calls efficiently by routing them directly to either a single extension or a designated team member.
Call to group
This ensures fair treatment for all callers and maintains efficient call handling within the organization.
Call forwarding
Redirect calls to external numbers (like cell phones) when your primary lines are unavailable or during off-hours.
Voicemail
Customize voicemail greetings and allow callers to leave messages when you can't answer directly.
How to set up call routing?
Start a New Call Flow:
Go to the "Call Flows" tab in your web panel and click "Add flow."
Choose your number and hours
Select the phone number to manage and specify the call schedule for incoming calls.
Pick Your Greeting
Choose a pre-existing greeting, record a new one, or opt for no greeting at all. .
Where Should Calls Go?
Choose between directing incoming calls to a user or utilizing voicemail options..
Save Your Work
Please do not forget to save any changes you have made before exiting the system.
How do call routing systems operate?
Call routing directs incoming calls based on a series of steps and customizable settings. MyCountryMobile follows these core principles.
Caller Identification
The system checks if the caller's number is on a VIP or blocked list, routing them accordingly for priority handling or call termination.
Time-Based Routing
Calls are directed based on your business hours, routing to live agents during open hours and to voicemail after-hours.
Custom Greetings
Play pre-recorded messages to welcome callers, provide information, or even promote offers. This step can be skipped if preferred.
Call routing categories
VIP: Prioritizes calls from high-value customers.
Skills-based: Connects callers to agents with matching expertise.
Round Robin: Distributes calls evenly among agents.
Simultaneous: Rings all agents at once for quick response.
Rotary: Cycles calls to prevent individual agent overload.
Least Occupied: Prioritizes agents with the least active calls.
Talk-time: Balances workload based on recent call times.
Percentage: Allocates calls among teams using set ratios.
Fixed Order: Routes calls in a predefined sequence.
Weighted: Prioritizes based on experience or other factors.
Intelligent/Automated: Uses AI for optimal call routing.
For which industries is call routing the most advantageous?
Customer Service
Streamlines high-volume calls, connecting customers to the right support person quickly for better satisfaction.
Sales
Qualifies leads and directs them to the most suitable agents, boosting conversion rates.
Healthcare
Prioritizes urgent calls, automates reminders, and connects patients to the right departments, improving care.
E-commerce
Efficiently handles order inquiries and support, building strong customer relationships.
IT Support
Matches callers' issues with specialized agents, leading to faster problem resolution.
Real Estate
Connects buyers and sellers with agents focused on their area or property type, maximizing lead opportunities.
Hospitality
Routes calls to appropriate departments (reservations, etc.), minimizing guest frustration and improving service.
Overall
Any industry relying on phone communication benefits from call routing. It enhances efficiency, customer experience, and call organization.
Advantages of using a call routing system
Improved Customer Experience
Call routing eliminates long hold times and frustrating transfers. By connecting callers to the right department or agent quickly, you provide a seamless and satisfying experience. This builds customer loyalty and a positive brand reputation.
Enhanced Efficiency
A call routing system optimizes your team's time. It ensures agents are handling calls relevant to their skills, reducing the need for transfers and resolving issues faster. This increased efficiency frees up resources and allows agents to focus on providing excellent support.
Boosted Sales & Lead Generation
When sales teams use call routing, they can qualify leads based on factors like location or interest. This targeted routing allows agents to build rapport immediately and increases the chances of conversion. Plus, potential customers are less likely to hang up when connected with the right person immediately.
Data-Driven Insights
Many call routing systems collect valuable call data such as volume, wait times, and resolution rates. You can use these insights to identify trends, bottlenecks, and areas for improvement. This allows you to make informed decisions about staffing, training, and overall call center operations.
To which Devices can I Direct my calls?
Desk Phones
Traditional landline phones connected to your office (PBX).
Mobile Phones
Calls can be routed to specific agents' or employees' cell phones.
IVR Systems
Interactive Voice Response systems can receive a call on their choices.
Softphones
Software-based phones on computers or laptops that use VoIP services.
How to build an effective call routing system: Key tips
Avoid frustrating dead ends. Always redirect calls to numbers that will be answered.
Prevent confusion and frustration by keeping your listed hours up-to-date.
Use wait time creatively with informative updates, light humor, or relevant offers.
Allow customers to leave detailed messages while on hold, freeing up your agents for urgent calls.
Get ready to implement call routing
FAQs about Call Routing
What's the difference between call routing and call forwarding?
Can I route calls to my cell phone?
Can I customize voicemail greetings for different routing scenarios?
Absolutely! You can create tailored greetings for after-hours calls, specific departments, and more.