Nowadays, companies are collecting data on everything. Nothing gets done without A/B testing, statistical analysis, and personalization. And while this is easy to apply to web marketing, e-mail ads, and social media, few companies apply these same concepts to their call routing. Collecting data on calls is just as important as anything else, and this data can be used in a variety of ways.
Using Average Caller Data
Call routing now-a-days can actually use data that you put into it in a variety of ways. For example, inputting an average wait time into a system (or letting it calculate the average wait time itself) could allow it to choose the hold music that's just right for your customers. If they're waiting for thirty seconds early in the morning, but three minutes during the day, that's a little change that can directly affect your customers' experience. Similarly, using this data can help streamline your voicemail menus. If some IVR options are more popular than others, making sure they're first in the list is a huge timesaver for new callers.
Using Personal Caller Data
Personalization is a huge part of intelligent call routing. Using a customer's caller ID, many different opportunities are available to improve customer experience. For example, different membership tiers could get different spots in line for customer service, and the membership can be determined by the number calling. They could even have personalized representatives who they talk to every time to make the experience more comfortable. Some companies even use caller ID to offer exclusive promo codes for certain features or to upsell during the call waiting period. There are plenty of options to make your customers feel more at home.