Call Center Split Routing for Good Customer Service
Did you know that a call center can breakup the number and type of calls based on many factors? Ever wonder why you sometimes get a technician at a computer service center that seems to know everything about your problem while at other times, it seems the person on the other end was barely able to find their way to work? The answer is the telephone routing split!
Internal Call Routing can take the newest employee and send them the easier calls. It can also send all the calls specific to your problem to a well trained technician instead of letting anyone take your call. The benefit to the call center split is that the focus is not just on getting the telephone call answered, but getting it answered by the right person the first time.
Call routing can be broken out by demographics. Let̢۪s say that the people in the North have a different advertisement running than the South or West. By changing the routing splits, each area can be served by telephone representatives knowledgeable about your particular offer running in your area. Call routing like this can also be used for split testing of different ads, or discussion scripts.
Discussion scripts are simply what a call center employee says to you when you call
So the call routing split is one of the more important and unfortunately poorly used tools in the call center today,
Call Centers Save Big taxpayer Bucks
Many Government agencies all across America are combining their services with call centers. This is a great way to take care of large numbers of people and save a lot of money in the process. There are many agencies that can be combined in this way to offer cost effectiveness all the while saving the tax payer dollar.
In the state of Pennsylvania they have done just that. It has been reported that the State of Pennsylvania has saved $2.2 million dollars over the past year by consolidating help line telephone services offered by four of their state department.
The Health and Human Services call center that has been developed and in operation since last August handles many different calls. They handle calls involving healthcare services as well as programs for long term care and poisoning. They handle all the programs run by the departments of health, public Welfare, Aging and Insurance. It was developed to make it possible for callers to get the most information and services possible with one phone call.
The Call center employs 27 people and have handles over 110,00 calls. The State is going to use the call center as a basis for a statewide 211 network that would consolidate all of Pennsylvania’s information referral services. Hopefully many other states will follow their lead and offer a call center that will cut costs and give quality help and service to the people of their state.
Call Centers – Simplifying Business and Customer Service
Putting together a call center is a great way for business’ to take care of a high volume of calls. Put that together with a real good phone system and any business can direct calls where they need to be and automate as much of their calls as possible. The development of these centers and phone systems have changed the way business is ran and made it much easier for customers to take care of routine needs. Customer Service is just a phone call away.
There are so many things that we can do over the phone now. WE can check balances for credit cards and bank accounts. If need to we can talk to a customer service representative just by pushing the right button on our phone. It is great to be able to call on the phone and punch in a prescription number to get your refills handled ASAP. Again if you need to talk to a pharmacist all you need to do is punch the right button on the phone and you are transferred to the pharmacy to talk to the pharmacist or technician. Most of the time you aren’t stuck on hold because so many options are available with your touchtone phone that the number of people actually needing to talk to a person has decreased substantially. We can pay bills and order all kinds of things. If you have a problem with your order there is a customer service specialist available through their call center to help you.
So many times I don’t even need to talk to a person I just need basic information. Many of the phone systems even offer options like store hours, directions, etc. The call centers have phone software that handle call volume so that if there are too many calls they transfer to another backup call center to make sure you don’t wait too long. With many of the services available by phone or computer we no longer get the “hello, could you hold please?” click . . . music . . . I sure don’t miss those days.