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How Can Call Routing Streamline Your Communications?

Updated: Feb 22

Feeling overwhelmed by confusing calls and frustrated customers? Untangled's here to guide you through call routing, transforming it from a tangled mess to a strategic force for your Untangled Cloud HBX or Dialpad phone systems.


A Guide to Call Routing

As a business owner, you know the power of first impressions. And with phone calls, that first impression starts the moment your customer dials in. That's where call routing comes in, acting as your invisible conductor, orchestrating the symphony of calls to reach the right person, at the right time, every time.


But let's be honest, call routing can feel a bit like… well, a tangled mess. Lines crisscrossing, calls bouncing around, and that sinking feeling of a customer landing in the wrong hands.


Fear not, fellow Untangled champions! We're here to demystify call routing, transform it from a technical enigma to a strategic superpower.


First things first, let's lay the foundation


Imagine your call routing as a map, guiding your callers to their destination. This map has various roads:


  • IVR (Interactive Voice Response): The friendly voice that greets callers, asking questions like, "Would you like to speak to a sales representative? Press 1." and directing them accordingly.

  • Skill-Based Routing: Matching callers with agents who possess the expertise they need, ensuring a smooth and efficient resolution. We would say best for support or sales type of departments.

  • Longest Idle: Imagine you have a team of customer service agents, and they all have phones on their desks. With the "Longest Idle" routing, the incoming call goes to the agent who has been idle (not on a call) for the longest time. It's like picking the person who has been waiting the longest to help the next customer.

  • Fxed Order: Your agents are arranged in a specific order, like a list. When a call comes in, it always starts with the first person on the list. If the first agent doesn't answer or is unavailable, the call moves to the next person on the list, and so on. It follows the same order every time. Think of it like a queue where people are waiting in line, and the call goes to the first person in line. If they're busy, it moves to the second person, and so on.

  • Round Robin: Is a bit like taking turns. You have your list of agents, just like in "Fixed Order," but this time, the call goes to the first person in the list for the first call. For the next call, it moves to the second person in the list, and it keeps rotating through the list with each new call. Imagine it as if everyone in your team gets a fair chance to answer calls in a rotating order, distributing calls evenly among available agents, keeping everyone on their toes and wait times.

  • Simultaneous: With this routing type, all your agents' phones ring at the same time when a call comes in. It's like everyone's phone is ringing at once. The first agent who picks up the call gets to assist the customer. This approach is good for making sure calls are answered quickly because everyone is alerted simultaneously.


Now, let's personalise this map for your business.


Think about your callers. Who are they? What are their typical needs? What are your peak hours? By understanding your audience, you can tailor your call routing to their specific journeys.


For example


  • New customers might benefit from a dedicated "newbie" queue. This ensures they receive specialised attention and leave feeling heard and valued.

  • High-priority clients could be routed directly to your top agents. This shows them you value their time and business.

  • Technical inquiries might be best handled by your tech-savvy team. This avoids frustrating transfers and gets the right solution faster.


Remember, call routing isn't a one-time setup. It's a living, breathing entity that needs regular tune-ups. Analyse your call data, identify bottlenecks, and adjust your map accordingly. This ensures your routing stays optimised, keeping both your callers and agents happy.


Feeling ready? Untangle your calls with these call routing tips


  • Set clear goals for your routing strategy. What do you want to achieve? Faster resolutions? Happier customers? Reduced agent burnout?

  • Leverage technology. Use call analytics and reporting tools to identify patterns and optimise your routing.

  • Train your team. Make sure everyone understands the routing logic and feels confident handling calls effectively.

  • Don't be afraid to experiment! Try different routing strategies and see what resonates best with your callers and agents.


By strategically orchestrating call routing, you can transform every phone interaction into a harmonious experience for both your customers and agents. This not-so-secret weapon elevates your call center from chaotic cacophony to a well-rehearsed symphony, ensuring each call resonates with satisfaction.


Are you ready to delve into the art of call routing and compose an unforgettable customer journey? Join the conversation below, and let's explore the tools and techniques to harmonise your call flow.

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