Directing Calls with Skills-Based CC Routes
Effective CC Routes are key to managing high inbound communication volumes, preventing backlogs, and connecting customers to the right agent. Reduce wait times, boost satisfaction, and improve efficiency.
How Call Routing Works
A comprehensive four-stage process to manage incoming calls effectively from start to finish
Call Qualifying
Using IVR to gather information and identify call reason
Call Queuing
The process of placing calls in a waiting line when agents are unavailable.
Call Distribution
The process of routing calls to the next available agent based on rules.
Call Monitoring
Real-time tracking and analytics for continuous optimization
Key Strategies for Call Distribution
An Automatic Call Distributor (ACD) uses routing strategies to allocate calls by balancing business priorities like agent skill and workload
Handling High Volume Call Demands
A dependable infrastructure is essential for scaling call center operations. Ringflow offers the capacity and reliability needed to handle rapid calls per second (CPS).
Scalable Infrastructure
Built to handle thousands of concurrent calls with enterprise-grade reliability.
High CPS Handling
Process rapid calls per second efficiently, ensuring no customer experiences delays.
Reliable Performance
99.9% uptime guarantee ensures your call center operates smoothly during peak demand.
Performance Metrics
Choosing the Right Strategy for Your Business
Select the optimal routing strategy based on your business model and customer needs.
For High-Volume Inquiries
Use Round Robin for speed and fair distribution.
For Specialized Support
Use Skills-Based Routing to connect callers with experts.
For Relationship Models
Use Direct Routing with CC Routes to dedicated agents.
Hybrid Approach
Combine strategies to handle complex scenarios.
After-Hours Support
Premium routes for high-value clients for faster response.
Priority Routing for VIPs
A dedicated route for urgent calls outside regular hours.
The Business Benefits of Optimized Routing
A strategic routing system delivers advantages, improving your bottom line, customer loyalty, and employee morale.
Enhanced Customer Experience
Reduces wait times and increases First-Call Resolution by connecting callers to the right agent faster.
Increased Operational Efficiency
Lowers cost-per-call by optimizing agent utilization and handling higher call volumes.
Improved Agent Productivity
Boosts productivity by matching calls to skills and balancing workloads.
Actionable Data & Insights
Provides key data on call patterns and performance to improve strategy.
How to Get Started with Ringflow
Implementing a custom call routing system is a simple process. We partner with you to design and launch a solution that delivers results.
Schedule Consultation
Define your routing needs with our specialists.
Custom Strategy
Get a strategy designed for your unique goals.
Seamless Implementation
Full-service implementation and training.
Launch & Optimize
Go live with ongoing analysis and optimization.
Get Expert Routing Advice
Get personalized recommendations tailored to your unique business objectives. A specialist from Ringflow is available to help you find the right solutions for your call center.
Start Your Free TrialFrequently Asked Questions
Find answers to common questions about our VoIP services.
CC Routes distribute high volumes of incoming calls to the right agents. They work in three stages: call qualifying, queuing, and distribution.
Skills-based routing connects callers to agents with relevant expertise. It’s best for industries like healthcare or tech support.
Call queuing holds customers in line when agents are busy. This prevents dropped calls and ensures a fair waiting process.
Direct routing bypasses the main system to connect callers directly. It’s useful when customers already know the right agent or department.
CC Routes use advanced technology and direct paths for clear voice quality. This ensures reliable conversations and stronger customer relationships.