What Is Call Routing/Call Tracking Software?
From a high overview, call routing, otherwise known as call tracking software, captures and tracks call data while also automatically gathering all eligible call recipients. The correct recipient to which a call will route is based on the call routing software's custom queues or filters.
Inbound Call Matching
When using inbound calls for call matching, the call is transferred and routed to the buyer. This is done using the lead's phone information to match accurately with a buyer. The lead's area code (or other information collected through an IVR) is also used to determine which buyer the call will be routed to.
Live Transfer Data Matching (Full Response)
The live call will be transferred and sold to a buyer when using live transfers with data matching (full response method). First, a call center rep collects and submits the lead's information. Then, the lead's details are processed to find a matching lead buyer. The system then returns the matching buyer's information back to the call center so the lead can be matched with the correct buyer.
Live Transfer Data Matching (Ping Post)
When using live transfers with data matching (ping post method), the live call is transferred and sold to the buyer based on the data collected by the call center rep during the initial call. The call center rep collects information for all needed fields to determine the best buyer before a call is transferred. This is done by pinging partial lead details to your network of buyers to collect and sort the best available buyers.
Why Use Call Routing Software?
Believe it or not, people still like talking on the phone, primarily when the need arises to handle a situation quickly. Emergencies are an important reason people will pick up the phone, which is an excellent tactic in verticals such as home improvement. Technologies like IVRs also create a better call-routing experience for buyers and sellers.
What Industries Benefit Most From Call Routing?
Different industries leverage call routing technology uniquely, particularly those where immediate response and personal connection can be crucial to a business's success. Here are some of the key industries that benefit most from call routing solutions:
Home Improvement
The home improvement industry relies heavily on phone calls due to many urgent and personal requests. When a pipe bursts at 2 AM or an HVAC system fails during a heatwave, homeowners need to speak with someone immediately - not wait for an email response. These situations demand real-time communication to assess emergencies quickly and provide immediate cost estimates. Scheduling urgent repairs or complex problems that are difficult to describe in text will generally need to be done over the phone. The personal nature of home improvement work, particularly when inviting contractors into homes, also makes voice communication good for building trust. This is especially important for elderly homeowners who prefer speaking directly with service providers. Additionally, weather-related emergencies require immediate attention and clear communication, which phone calls can provide effectively. Many contractors can also use phone calls as a follow-up strategy for contacting homeowners.
Legal
The legal industry is particularly well-suited for call routing systems due to the high-stakes nature of legal matters and the necessity for prompt, secure communication. Personal injury cases require immediate response to protect client rights, while criminal defense situations demand instant legal representation. Family law matters often involve emotional situations where human connection through voice communication is preferable. Real estate transactions frequently demand real-time problem-solving that can't wait for email exchanges. Many legal regulations require documented direct communication, and initial case evaluation often needs immediate attention, so clients are protected from the start.
Insurance
Insurance call routing needs vary by type, each with unique requirements and urgency levels:
Health Insurance
Health insurance communications demand attention for medical procedure authorizations and complex coverage questions requiring detailed explanations. HIPAA compliance necessitates secure communication channels, while Medicare enrollment periods create time-sensitive situations requiring prompt responses. Voice communication benefits real-time benefits verification, emergency coverage confirmation and prescription drug coverage questions.
Auto Insurance
The auto insurance sector relies heavily on immediate communication for accident response and real-time claims initiation. Urgent roadside assistance coordination requires instant connection with service providers. Insurance agents must quickly handle multiple quote comparisons while providing coverage verification for car purchases. Emergency towing authorization and rental car arrangements become smoother through direct voice communication.
Home Insurance
Home insurance providers must respond swiftly to natural disasters and immediate property damage claims. Emergency mitigation services require rapid coordination, while multi-policy bundling discussions benefit from real-time dialogue. Coverage verification for home purchases, claims status updates and emergency temporary housing authorization all become more efficient through voice communication.
Additional Insurance Types
Beyond the main insurance categories, several specialized insurance types benefit from call routing. Life insurance requires personal discussions about beneficiaries and coverage options. Business insurance involves complex coverage needs and immediate certificate requests. Disability insurance necessitates detailed health discussions and efficient claim filing processes. Pet insurance providers must handle emergency veterinary authorizations, while travel insurance companies need to address urgent medical coverage needs abroad. Professional liability insurance requires immediate incident reporting, and workers' compensation cases demand urgent injury reporting and claims processing.
Each industry benefits from call routing technology because it requires immediate response, personal connection, and complex problem-solving. The right call-routing solution ensures that urgent matters are handled promptly, sensitive information is protected, and customers receive the immediate attention they require.
How To Successfully Route Calls
To get leads to call, they first need a number. There are many different methods, from basic to creative, of getting a number in front of the target market. For tracking purposes, multiple landing pages can display different numbers that are marked for each campaign. For example, if you display a different number on a landing page from a Google campaign than one from a Facebook campaign. Using the different numbers will immediately let you know where people are finding your number. Multiple vehicles, such as Facebook, Google ads or even billboards, can be used to generate calls.
Landing pages: The most simple and necessary option for getting phone numbers out there is on a website. Everyone uses Google, so anyone can find your website if they search the right keywords. Putting different numbers on different landing pages will also give back data on which pages users are going to. Chatbots are also on the rise, so having one pop-up with a number could generate calls as well. Smartphone users won't even bother with sites that aren't mobile optimized, so reworking the website for mobile optimization is important.
Social Media: Different social media platforms will work better for different verticals, so target market research is a must. Numbers can even be set up to test out the success of a campaign, such as putting a different number for Facebook and Twitter. Sponsored ads on platforms can target specific demographics or interests. Targeting particular markets can get super specific on Facebook, so much so that you can even target based on mobile activity, whether they're homeowners, purchase history, etc.
Email and Direct Mail: Direct mail and outbound automation are other ways of reaching consumers. Say you have their email or address, but need them to call you. When sending out an email or direct mail, put the number right in front of them if they open it. Here are some tips about email marketing directed for home improvement, but could be used for all verticals on email marketing. This is even more relevant with the FCC's one-to-one consent requirement, which makes inbound calls not require the strenuous consent that outbound calls do.
Google Ads: Marketing teams should already know all about Google Ads, PPC, SEO and all that jazz. Google Ads (formerly Adwords) has a click-to-call option for those who don't know. When someone is searching on mobile, which many are, all that needs to be done is to click the number to be sent into a call directly. It's an effective way to get numbers in front of people that are looking directly for what you sell. The tricky part is getting good at SEO. Google also owns YouTube so that a good video ad could go a long way.
Call Routing With boberdoo
The boberdoo system has excellent call routing software, including intelligent call routing, live transfers, custom IVRs, advanced campaign options and international routing. Our software has a simple, straightforward method of tracking, routing, and billing for calls. boberdoo is a user optimized and flexible system built to meet the needs of any business in any vertical.