Call Routing
Call routing is a system that directs incoming customer calls to the right department or agent in a call center. Think of it like a traffic controller for phone calls - it makes sure that when customers call, they reach the person best suited to help them. This can be based on things like the caller's language preference, the type of issue they have, or which service they're calling about. Some people also call this "call distribution" or "ACD" (Automatic Call Distribution). It's an important part of making call centers run smoothly and ensuring customers get help quickly.
Examples in Resumes
Managed Call Routing systems for a team of 50 customer service agents
Improved customer satisfaction by implementing efficient Call Routing strategies
Designed ACD workflows that reduced customer wait times by 40%
Supervised Automatic Call Distribution setup and maintenance for multiple departments
Typical job title: "Call Center Managers"
Also try searching for:
Where to Find Call Center Managers
Professional Networks
Industry Resources
Example Interview Questions
Senior Level Questions
Q: How would you design a call routing strategy for a large customer service department?
Expected Answer: Look for answers that show understanding of customer needs, agent skills, peak call times, and how to balance workload. They should mention ways to measure success and handle overflow situations.
Q: How do you measure the effectiveness of a call routing system?
Expected Answer: Candidate should discuss metrics like average wait time, customer satisfaction scores, first-call resolution rates, and agent utilization. They should understand how these metrics impact business goals.
Mid Level Questions
Q: What factors would you consider when setting up call routing rules?
Expected Answer: Should mention customer priority levels, agent skills, language requirements, department specialties, and time zones. Should understand how these affect customer experience.
Q: How would you handle a situation where call volume exceeds agent capacity?
Expected Answer: Should discuss overflow procedures, callback options, IVR messages, and ways to adjust routing rules during peak times.
Junior Level Questions
Q: Can you explain what call routing is and why it's important?
Expected Answer: Should be able to explain how calls are directed to appropriate agents and why this matters for customer service and efficiency.
Q: What basic metrics would you track to monitor call routing performance?
Expected Answer: Should mention basic metrics like wait times, abandoned calls, and transfer rates.
Experience Level Indicators
Junior (0-2 years)
- Basic understanding of call center operations
- Familiarity with call routing concepts
- Basic reporting and monitoring
- Understanding of customer service principles
Mid (2-5 years)
- Setting up and modifying routing rules
- Managing team schedules and call volumes
- Performance monitoring and reporting
- Handle escalated customer situations
Senior (5+ years)
- Strategic planning of routing systems
- Multi-site call center management
- Process optimization and efficiency improvements
- Staff training and development
Red Flags to Watch For
- No knowledge of basic call center metrics
- Lack of customer service experience
- Poor understanding of peak call handling
- No experience with workforce management
- Unable to explain basic routing concepts
Related Terms
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