{"id":50377,"date":"2021-12-16T12:24:18","date_gmt":"2021-12-16T20:24:18","guid":{"rendered":"\/us\/en\/blog\/?p=50377"},"modified":"2025-04-02T19:46:08","modified_gmt":"2025-04-03T02:46:08","slug":"advanced-call-routing","status":"publish","type":"post","link":"\/us\/en\/blog\/advanced-call-routing\/","title":{"rendered":"Advanced call routing: How it works and why you need it"},"content":{"rendered":"<p>As your business grows, you might feel overwhelmed by the number of incoming calls from customers. There might be a bunch of people sitting on hold, or maybe missed calls are stacking up. While this is a great problem to have, it&#8217;s still a problem. That&#8217;s where advanced call routing comes (ACR) in.<\/p>\n<p>If you&#8217;re new to ACR, you&#8217;ve come to the right place. We&#8217;ve rounded up all the details you need to start using this powerful tool for your small business.<\/p>\n<p>Today, we&#8217;ll cover:<\/p>\n<ul>\n<li aria-level=\"1\"><a href=\"#one\">What is advanced call routing?\u00a0<\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"#two\"><span style=\"font-weight: 400;\">How advanced call routing works<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"#three\"><span style=\"font-weight: 400;\">8 benefits of\u00a0 advanced call routing<\/span><\/a><\/li>\n<\/ul>\n<hr \/>\n<p>\ud83d\udc40 How do businesses like yours use advanced call routing? Find out in the free <em>Contact Center Playbook<\/em>.<\/p>\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/contact_center_playbook.pdf\" data-id=\"6a086e17957cc\" id=\"6a086e17957cc\">\n\t\t<button tabindex=\"on\"  on=\"tap:6a086e17957cc.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\"> Get the playbook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\"> \u200a Improve your customer experience with our contact center playbook.<\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:6a086e17957cc.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy! <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<hr \/>\n<h2 class=\"heading h2\"><a id=\"one\"><\/a>What is advanced call routing?<\/h2>\n<p><span style=\"font-weight: 400;\">Basic call routing<\/span><span style=\"font-weight: 400;\"> is a call management process that automatically queues and distributes incoming calls based on a predefined set of rules and criteria. <\/span><span style=\"font-weight: 400;\">Advanced call routing<\/span><span style=\"font-weight: 400;\"> is cloud-based, powered by AI, and capable of routing calls to multiple channels for self-service or live agent support.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Advanced call routing<\/span><span style=\"font-weight: 400;\"> helps you keep existing customers and attract new customers by improving the <a href=\"\/us\/en\/blog\/how-do-call-queues-work\/\">call queue<\/a> experience. When a caller tries to reach your <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/call-center.html\">call center<\/a>, the phone system will route their incoming call to the right agent. The call calling system automates this process so your agents can focus on managing the call volume.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\"><a id=\"two\"><\/a>How<\/span><span style=\"font-weight: 400;\"> advanced call routing<\/span><span style=\"font-weight: 400;\"> works<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Advanced call routing<\/span><span style=\"font-weight: 400;\"> generally follows a two-step process:\u00a0<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The incoming call goes to an <\/span><span style=\"font-weight: 400;\"><a href=\"\/us\/en\/blog\/interactive-voice-response\/\">interactive voice response<\/a> tool (IVR)<\/span><span style=\"font-weight: 400;\">, where answers to a series of automated questions help determine the caller\u2019s purpose. If you ever called a phone number and got \u201cTell us why you are calling?\u201d or \u201cPress 1 for store hours,\u201d you have used that company\u2019s IVR.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Based on the caller\u2019s responses, the <a href=\"\/us\/en\/blog\/automatic-call-distributor-system\/\">automatic call distributor<\/a> (ACD) sends the call to the most appropriate or available agent. The ACD can be pre-set to route calls based on the criteria you choose.<\/span><\/li>\n<\/ol>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\"><a id=\"three\"><\/a>8 benefits of advanced call routing<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">There are many benefits to using call <\/span><span style=\"font-weight: 400;\">routing systems<\/span><span style=\"font-weight: 400;\"> to make your business\u2019s <\/span><span style=\"font-weight: 400;\">call center solution<\/span><span style=\"font-weight: 400;\"> more reliable and reachable by both domestic and <\/span><span style=\"font-weight: 400;\">international calling <\/span><span style=\"font-weight: 400;\">for<\/span><span style=\"font-weight: 400;\"> inbound calls<\/span><span style=\"font-weight: 400;\">. You can support your business by using smart call routing strategies. Manage <\/span><span style=\"font-weight: 400;\">calls routed<\/span><span style=\"font-weight: 400;\"> from global customers calling outside of <\/span><span style=\"font-weight: 400;\">business hours<\/span><span style=\"font-weight: 400;\">, <\/span><span style=\"font-weight: 400;\">route calls<\/span><span style=\"font-weight: 400;\"> to multiple locations, and ensure that every call gets answered by the right department.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Using an <\/span><span style=\"font-weight: 400;\">advanced call routing<\/span><span style=\"font-weight: 400;\"> solution can:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reduce <\/span><span style=\"font-weight: 400;\">wait times<\/span><span style=\"font-weight: 400;\">, missed calls, and call abandonment<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Get your customers to the right person more quickly<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reduce the amount of missed calls<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Allow you to offer global support<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Give your business a human touch with <\/span><span style=\"font-weight: 400;\">custom greetings<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Enable self-service options<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Balance your workloads more efficiently<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Improve <\/span><span style=\"font-weight: 400;\">customer satisfaction<\/span><\/li>\n<\/ol>\n<p>Let&#8217;s take a look at these benefits one by one.<\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">1. Reduce wait time<\/span><span style=\"font-weight: 400;\"> and call abandonment<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Advanced call routing<\/span><span style=\"font-weight: 400;\"> allows you to manage <\/span><span style=\"font-weight: 400;\">incoming calls<\/span><span style=\"font-weight: 400;\"> in several ways. You can allow calls to ring on multiple phones at the same time, so anyone who is available can pick it up, ensuring the call gets answered quickly. You can send calls through a list of predetermined employees, so when one is busy, it moves on to the next. Both of these solutions reduce <\/span><span style=\"font-weight: 400;\">wait times<\/span><span style=\"font-weight: 400;\">. Here&#8217;s how this looks in <a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html#null\">RingCentral Contact Center<\/a>:\u00a0<\/span><\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.ringcentral.com\/content\/dam\/rc-www\/en_us\/images\/content\/contact-center\/overview\/redesign\/omni-channel-jpg-rendition.webp\" alt=\"Customer contact center agents receiving inbound calls in different platforms through omnichannel routing\" \/><\/p>\n<p><span style=\"font-weight: 400;\">The less time a caller spends waiting, the less likely they are to abandon the call, meaning customers get their questions answered more quickly and completely. This leads to greater <\/span><a href=\"\/us\/en\/blog\/how-to-increase-customer-satisfaction\/\"><span style=\"font-weight: 400;\">customer satisfaction<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">2. Route calls<\/span><span style=\"font-weight: 400;\"> to the right department, the first time<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">A smart <\/span><span style=\"font-weight: 400;\">call routing system<\/span><span style=\"font-weight: 400;\"> will identify the <\/span><span style=\"font-weight: 400;\">type of call<\/span><span style=\"font-weight: 400;\"> by interacting with the caller via an advanced <a href=\"\/us\/en\/blog\/improving-customer-experience-with-the-right-ivr-strategy\/\">IVR system<\/a> and the appropriate <\/span><span style=\"font-weight: 400;\">routing options<\/span><span style=\"font-weight: 400;\">. Once the system discerns the purpose of the call, it will transfer the caller to the appropriate department, employee, or agent for help. This enables your business to:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Connect callers to employees in their location and time zone<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Match callers with agents they\u2019ve spoken to previously<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Connect callers to self-service options if that is their preference<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">This is known as <a href=\"https:\/\/www.ringcentral.com\/contact-center\/skills-based-routing.html\">skills-based routing.<\/a> It enhances the <\/span><span style=\"font-weight: 400;\">customer experience<\/span><span style=\"font-weight: 400;\"> with smooth transfers and ensures they are speaking to the agent best able to help them. And that could mean a real improvement in your first call resolution rate.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"rc-post-content-cta rc-post-content-cta_green\">\n<div class=\"rc-post-content-cta-columns\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t<img decoding=\"async\" width=\"930\" height=\"700\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/11\/digital-collection.png\" class=\"responsive-image\" alt=\"\" \/>\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"headline-copy\" style=\"text-align:left;\">First call resolution best practices: Benefits, challenges, and more<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n<div class=\"bottom-cta-logo-container\">\n<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-logo-121478992\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t\t\t<title 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fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M16.9769 0.548269C16.101 0.914019 15.307 1.44981 14.6364 2.12196L16.332 3.81756C16.7764 3.37 17.3041 3.01548 17.8865 2.77325C18.4688 2.53102 19.0928 2.40429 19.7232 2.40269C20.3537 2.40108 20.9777 2.523 21.5616 2.76362C22.1439 3.00264 22.6749 3.35556 23.1225 3.79991L24.8181 2.10431C23.8106 1.1001 22.5289 0.415123 21.1333 0.139206C19.7377 -0.139919 18.2907 0.00285184 16.9769 0.548269Z\" \/>\n\t\t\t\t\t\t<\/svg><\/span><\/div>\n<\/p><\/div>\n<div class=\"bottom-cta-link\">\n\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/first-call-resolution-best-practices\/\" class=\"view-all view-all-white \" data-dl-name=\"Read the blog\" data-dl-element=\"button\" data-dl-additional-info=\"bottom cta banner\" data-no-auto-dl=\"true\">Read the blog<span class=\"svg-icon\" aria-hidden=\"true\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-arrow-121478992\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t<title id=\"cta-ring-arrow-121478992\">Ring Central Logo<\/title>\t\n\t\t\t\t\t<path d=\"M0 11.5C0 11.2239 0.223858 11 0.5 11H21.6797C21.9559 11 22.1797 11.2239 22.1797 11.5V12.5C22.1797 12.7761 21.9559 13 21.6797 13H0.5C0.223858 13 0 12.7761 0 12.5V11.5Z\" ><\/path>\n\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M21.1718 12.0001L15.8086 6.63691C15.6134 6.44165 15.6134 6.12506 15.8086 5.9298L16.5157 5.22269C16.711 5.02743 17.0276 5.02743 17.2228 5.22269L23.6467 11.6465C23.8419 11.8418 23.8419 12.1584 23.6467 12.3536L17.2228 18.7775C17.0276 18.9727 16.711 18.9727 16.5157 18.7775L15.8086 18.0704C15.6134 17.8751 15.6134 17.5585 15.8086 17.3633L21.1718 12.0001Z\" ><\/path>\n\t\t\t\t<\/svg><\/span><\/a>\n\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">3. Reduce missed calls<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">In the age of <a href=\"\/us\/en\/blog\/hybrid-work-small-business\/\">remote and hybrid work<\/a>, even small businesses can access a global talent pool. This has lots of benefits, especially when it comes to advanced call routing. Because you can <\/span><span style=\"font-weight: 400;\">route calls<\/span><span style=\"font-weight: 400;\"> to different office locations, it\u2019s easy to connect callers to <\/span><span style=\"font-weight: 400;\">team members<\/span><span style=\"font-weight: 400;\"> that work in other time zones. You can guarantee callers get support and your employees won\u2019t have to work a second shift or overtime.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By answering calls during \u201cnon-business\u201d hours, you will reduce the number of missed or unanswered calls.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">4. Offer global support<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">When you <\/span><span style=\"font-weight: 400;\">set up call routing<\/span><span style=\"font-weight: 400;\"> for your business, you can develop a global customer support strategy, which makes your business accessible to customers all over the world, no matter where they are.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When forwarding international calls to a different location, you can avoid <\/span><span style=\"font-weight: 400;\">international calling<\/span><span style=\"font-weight: 400;\"> fees while routing callers to an office in any location. This combination of services improves your support system for customers around the globe.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">5. Use <\/span><span style=\"font-weight: 400;\">custom greetings<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Custom greetings<\/span><span style=\"font-weight: 400;\"> pre-recorded by actual humans, not automated messages, help your customers navigate your <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/solutions\/small-business.html\">business phone system<\/a>.<\/span><span style=\"font-weight: 400;\">\u00a0These messages can let them know about company updates, new features and services, and additional information. Use these <\/span><span style=\"font-weight: 400;\">custom greetings<\/span><span style=\"font-weight: 400;\"> for certain types of callers using <\/span><span style=\"font-weight: 400;\">caller ID<\/span><span style=\"font-weight: 400;\"> to determine where they\u2019re calling from. You can even record holiday greetings based on location. This will give your business a human touch.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">6. Set up <\/span><span style=\"font-weight: 400;\">voicemail<\/span><span style=\"font-weight: 400;\"> and self-service tools<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Leaving customers waiting is always a bad idea. Letting them leave a <\/span><span style=\"font-weight: 400;\">voicemail<\/span><span style=\"font-weight: 400;\"> when all agents are busy ensures that as soon as an agent is available, they will get a call back. This reduces <\/span><span style=\"font-weight: 400;\">wait times<\/span><span style=\"font-weight: 400;\"> on the phone so the customer can move on and still count on you to solve their problem.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Pre-recorded messages inform callers to submit a ticket or view online support guides on their own. <a href=\"\/us\/en\/blog\/customer-self-service\/\">Self-service<\/a> options allow your customers to take control of their own support experience. They\u2019ll find the assistance they need quickly on their own and won\u2019t have to talk to anyone on the phone.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You may also build troubleshooting into your IVR system with answers to the most common questions. It then follows a set of <\/span><span style=\"font-weight: 400;\">routing rules<\/span><span style=\"font-weight: 400;\"> to direct callers to the appropriate recorded message.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">7. Balance workloads<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Effective <\/span><span style=\"font-weight: 400;\">call routing solutions<\/span><span style=\"font-weight: 400;\"> distribute calls evenly among employees, resulting in a more balanced workload. Your employees won\u2019t be overwhelmed with multiple calls while other employees remain idle. You can manage higher call volumes with this strategy and maintain efficiency.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">8. Boost <\/span><span style=\"font-weight: 400;\">customer satisfaction<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Every strategy listed above helps to achieve improved <\/span><span style=\"font-weight: 400;\">customer satisfaction<\/span><span style=\"font-weight: 400;\">. Your business will:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Offer more effective <a href=\"\/us\/en\/blog\/what-is-omnichannel-customer-support\/\">customer support<\/a><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Be more responsive and reliable<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Gain more loyal customers<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Increase efficiency<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Your customers are more likely to stick around when they know they\u2019ll get a prompt answer to their question, and you\u2019ll be able to gain new customers as well as retain customers for much longer.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Get <\/span><span style=\"font-weight: 400;\">advanced call routing<\/span><span style=\"font-weight: 400;\"> for your business today<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Optimize your communications with an <\/span><span style=\"font-weight: 400;\">advanced call routing system<\/span><span style=\"font-weight: 400;\"> so you can answer questions more efficiently, offer support globally, provide a variety of self-service options, and provide your customers with that all-important personal touch. By developing strategies to improve your call routing, you\u2019ll notice marked results in <\/span><span style=\"font-weight: 400;\">workforce management<\/span><span style=\"font-weight: 400;\"> and <\/span><span style=\"font-weight: 400;\">customer satisfaction<\/span><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Advanced call routing is just one feature of RingCentral\u2019s <a href=\"https:\/\/www.ringcentral.com\/inbound-call-centers.html\">inbound call center<\/a> solution. <\/span><a href=\"https:\/\/www.ringcentral.com\/effortless-customer-engagement.html\"><span style=\"font-weight: 400;\">Find out how to offer effortless customer engagement with RingCentral today<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>As your business grows, you might feel overwhelmed by the number of incoming calls from customers. There might be a bunch of people sitting on hold, or maybe missed calls are stacking up. While this is a great problem to have, it&#8217;s still a problem. That&#8217;s where advanced call routing comes (ACR) in. If you&#8217;re &#8230;<\/p>\n","protected":false},"author":29,"featured_media":50378,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901],"tags":[],"class_list":["post-50377","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Advanced call routing: How it works and why you need it | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Advanced call routing provides numerous benefits for businesses. Learn what advanced call routing is, how it works, and why it&#039;s good for small businesses.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/advanced-call-routing\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Advanced call routing: How it works and why you need it\" \/>\n<meta property=\"og:description\" content=\"Advanced call routing provides numerous benefits for businesses. 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