Additionally, Network Creative Solutions is an expert in CC traffic and routes. Our dedicated CC personnel is well-versed in CC CLI and CC business for A-Z routes. We screen outbound calls from numerous call centres and call shops worldwide.
Types of call centres routing:
There are several techniques to route calls at a call center. Selecting the optimal strategy for your business requires technical know-how and a clear objective about the core service you want to provide to your customers. Due to a function in your ACD called call routing, any, all, or none of these may be available based on your model.
A few forms of call centres routing are listed below:
The Longest Wait Routing: The most traditional method, which assigns the calls with the longest wait periods to the agents who are available the longest. The call is queued in case no one is available.
Time-Based Routing: The system forwards calls to different sites based on the time of day or the length of the wait periods. Large global operations can use time-based routing to route calls to several call centers across the globe, eliminating the need to pay for any night shift loading. This is known as the “follow-the-sun” model at times.
Routing Based on Expertise: A process must be performed to ascertain the nature of the call and match the caller with the most appropriate degree of knowledge in order to employ skills-based routing.
IVRs, speech recognition software, caller ID, and other methods can all be used to identify the sort of call inquiry.
Route based on numbers: Number-based call routing allows you to serve a certain group of clients more effectively by using distinct inbound numbers (such as an 1800 priority number).
Routing Based on Values: The ACD can route a customer to the best suitable agent based on factors such as spend, importance, and other factors after determining the value of the customer using the combination of CTI and CLI.
Types of Route Quality
The cost is merely one of the key considerations when we purchase routes to end our voice traffic. Quality is an additional one. Poor quality combined with a good pricing equals a terrible route, and it is nearly hard to run a profitable business on a bad route. While it may occasionally be possible to employ less-than-ideal routes, it is safer to stay with better routes in order to retain customers and ensure the success of your organization.
The way that route quality is defined varies widely. The majority of the common ones will be covered here.
Direct route
A direct route is when the route provider owns the termination equipment; they don’t rely on someone else. Most of the time, such a provider is a licensed long-distance international carrier (LDI). If you are not terminating traffic directly, this is the best option you can get. There are no intermediaries between you and your route provider and a call from your equipment goes directly to the provider’s equipment before reaching its final destination. The caller ID is sent without a problem and the call quality is superb. For direct interconnection with an LDI, you will need to satisfy some strict requirements (call volumes, credit history, etc.); the conditions vary.
Non-CLI route
No caller ID is passed to the called party. This usually indicates that route is a so-called grey route, e.g., it is terminated using a GSM gateway or similar equipment. The caller ID sent to the recipient is very often random, e.g., it may be the caller ID over which the SIM card call was terminated. Be careful about using such a route. Often they are quite ok, but some inexperienced business owners use cheap equipment and have a poor internet connection and you will end up with bad quality and lost clients. Sometimes non-CLI routes have exceptionally good voice quality due to the short chain of providers.
CLI route
CLI means that the caller ID (Call Line Identification) will be sent without problems to called party. The called party will receive it after it has been sent all the way through the chain of providers. The route will be tested by one of the providers. These routes are more expensive compared to non-CLI routes. It is important to note that real call quality, e.g., voice quality, can vary a lot. Being described as a CLI route does not indicate that the voice quality will be good.
Premium route
Premium means that the voice quality is exceptional. The provider has taken care to make sure that the route has been tested and that voice sounds excellent. Usually, the caller ID passed without problems with premium routes.
Various
Many providers have their own way to mark the quality. Such as:
- Blocked CLI – This could mean that this is a grey route, like a non-CLI route. The caller ID will not be delivered but instead some random caller ID (CLI)or no caller ID (NON CLI) is passed to the called party.
- TDM – This means that the route is terminated with time division multiplexing, such as a traditional phone service set up over a phone line. Very often the call quality is very good, almost the same as a direct route.
- Direct/CLI – This is just another way to emphasize how good the route is, plus the caller ID (CLI) is delivered.
- Standard – This can mean average voice quality. Sometimes the caller ID (CLI) will be passed, sometimes not.
