Call Routing

Glossary

What is Call Routing

Call Routing is a process of forwarding incoming calls to agents but with the use of pre-set algorithms that allow to reduce wait times and average response times

Call routing in most cases is related to automated call routing as it is now almost impossible to find a company that useable manual routing. Call routing is critical call center operation as on its quality depends the speed of service and call center’s ability to handle calls.

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