Best Practices for Implementing Call Routing in Architecture Firms

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

Efficient communication is a critical aspect of any business, including architecture firms. With the increasing competition in the architecture industry, it's crucial to provide exceptional customer service. Call routing is one of the most efficient ways to enhance communication with clients, contractors, and partners. This article will highlight some of the best practices to implement call routing in architecture firms.

 

1. Identify Your Call Routing Needs

Before implementing any call routing strategy, it's essential to identify your firm's specific needs. This could include handling high call volumes, managing calls after hours, or routing calls to the right department or person. Understanding your needs will guide you in choosing the right call routing system.

 

2. Use Automated Call Distribution (ACD)

Automated Call Distribution is a telephony system that distributes incoming calls to a specific group of terminals. It is particularly useful in architecture firms where calls need to be directed to different departments such as design, planning, or finance. ACD ensures that calls are distributed evenly, reducing hold time and improving caller satisfaction.

 

3. Implement Interactive Voice Response (IVR)

Interactive Voice Response is a technology that allows a computer to interact with humans through voice and DTMF tones input via a keypad. In architecture firms, IVR can be used to route calls to the appropriate department or individual based on the caller's input. This reduces the need for a receptionist and speeds up the call handling process.

 

4. Use Skill-Based Routing

Skill-based routing is a call assignment strategy based on the skill set of the individual. It ensures that calls are directed to the person best suited to handle the caller's request. For instance, technical questions can be routed to architects, while billing inquiries can be directed to the finance department. This ensures that callers get accurate and prompt responses.

 

5. Monitor and Evaluate Call Routing Efficiency

Once you've implemented call routing, it's crucial to monitor its efficacy. This can be done by tracking metrics such as call duration, hold time, and caller satisfaction. Evaluating these metrics will help you identify areas for improvement and make necessary adjustments to enhance the efficiency of your call routing system.

 

Implementing call routing in architecture firms can significantly improve communication efficiency, enhance customer service, and boost productivity. By identifying your call routing needs, using ACD and IVR, implementing skill-based routing, and regularly monitoring and evaluating your system's effectiveness, you can make the most of your call routing system.