Call Routing Best Practices for International Freight Forwarding

Posted In | CRM | Help Desk | Calling Solution | Transportation & Logistics

International freight forwarding is a complex industry that relies heavily on communication. With numerous parties involved in each shipment, clear and efficient communication is crucial. One of the ways to ensure this is through effective call routing. This article will discuss some of the best practices for call routing in the international freight forwarding industry.

 

Understanding Call Routing

Call routing, also known as call distribution, is a strategy used by businesses to control and direct incoming calls. It involves sending incoming calls to the right person, department, or even to an external number, based on predefined rules. Proper call routing ensures that customers are directed to the right resources, improving customer experience and reducing operational costs. In the context of international freight forwarding, it can mean the difference between a successful shipment and a logistical nightmare.

 

Best Practices for Call Routing in International Freight Forwarding
 

1. Setting up IVR Systems

Interactive Voice Response (IVR) systems are a must in the freight forwarding industry. They allow callers to interact with a company’s phone system via voice or touch-tone keypad. For instance, they can select different options like 'Track a Shipment', 'Make a Booking', 'Speak to an Agent', etc. This not only saves time but also ensures that the caller is directed to the right department.
 

2. Use of Call Routing Software

There are various call routing software available today that can be integrated with your existing system. These software applications provide features such as skill-based routing, time-based routing, round-robin routing, and more. These ensure that the calls are directed to the right person at the right time.
 

3. Training and Development

Proper training of staff is crucial to the success of any call routing strategy. This includes training on the use of call routing software and understanding the importance of quick and efficient customer service. Regular training ensures that all staff members are up-to-date with the latest practices.
 

4. Regular Review and Improvement

As with any business process, it is essential to regularly review and improve your call routing strategy. This can be done by analyzing call data, feedback from customers and staff, and changing business needs. Regular review allows you to find areas of improvement and adapt to changing circumstances.

 

Effective call routing can greatly improve the efficiency and customer service of an international freight forwarding company. By implementing the best practices mentioned above, businesses can ensure that their call routing strategy is up to the task of handling their complex communication needs.