Achieving Operational Excellence with Call Routing in Consulting Firms

Achieving Operational Excellence with Call Routing in Consulting Firms

Posted In | CRM | Help Desk | Consulting Firms | Calling Solution

In today's competitive business environment, operational excellence is not just an option, but a necessity. One area where this principle is particularly relevant is in consulting firms, where client interaction and communication are at the heart of the business. With the advancement in technology, call routing has proven to be a game-changer in achieving operational excellence in such firms.



Understanding Call Routing

Call routing, also known as automatic call distributor (ACD), is a technology that distributes incoming calls to a specific group of terminals that agents use. It is used in departments that handle large volumes of incoming phone calls from callers who have no need to speak with a specific person but require assistance from any of multiple persons at any time.


Importance of Call Routing in Consulting Firms

In consulting firms, the key to success is customer satisfaction. To achieve this, it's crucial to manage client calls efficiently. Call routing can play a significant role in this aspect. It ensures that every call is directed to the right person at the right time, reducing the response time and improving the overall customer experience.


How Call Routing Promotes Operational Excellence

There are several ways through which call routing can enhance operational excellence. Firstly, it can significantly reduce the waiting time for clients. By directing calls to available agents, it ensures that clients are not kept on hold. This leads to improved client satisfaction, which is key to retaining clients and winning new ones.

Secondly, call routing can help in optimizing resource utilization. It ensures that the workload is evenly distributed among the agents, preventing some agents from being overloaded while others are underutilized. This leads to improved productivity and effectiveness.

Lastly, call routing can provide valuable data that can be used for performance management. By tracking the number of calls handled by each agent and the time taken to handle each call, it can provide insights into the performance of the agents. This data can be used for training and development purposes, thereby enhancing the overall performance of the firm.


Call routing is a powerful tool that can help consulting firms achieve operational excellence. By ensuring efficient handling of client calls, optimizing resource utilization, and providing valuable performance data, it can significantly enhance the performance and competitiveness of consulting firms.