Tackling High Volume Calls: Call Routing Strategies for Architecture Firms

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

High volume calls can be a bane for many architecture firms, potentially leading to missed opportunities and lost revenue. However, with the right call routing strategies, these firms can effectively manage these calls, improving both customer service and productivity. Here are a few call routing strategies that can help architecture firms tackle high volume calls.

 

Automatic Call Distribution (ACD)

Automatic Call Distribution (ACD) is a telephony system that automatically routes incoming calls to the most appropriate agent within a company. This system is particularly useful for architecture firms that handle a large volume of calls as it ensures that no call goes unanswered. It also reduces the waiting time for callers, thereby improving customer satisfaction.

 

Interactive Voice Response (IVR)

Interactive Voice Response (IVR) is another effective call routing strategy. This system allows callers to interact with a company's phone system via voice or touch-tone keypad. Callers can select options from a menu to be connected to the appropriate department or individual. For architecture firms, an IVR system can help to efficiently route calls to the right person or department, reducing the need for a receptionist or operator to manually route the calls.

 

Skills-Based Routing

Skills-based routing is a call routing strategy that directs calls to the agent best equipped to handle the caller's needs based on specific skills or knowledge. For architecture firms, this could mean routing calls to agents based on their expertise in different areas of architecture. This not only ensures that callers get the most accurate and helpful information, but also reduces the time agents spend on calls, thereby improving productivity.

 

Time-Based Routing

Time-based routing is another effective call routing strategy for architecture firms. This strategy involves routing calls based on the time of day. For instance, during off-peak hours, calls can be routed to agents in different time zones or to voicemail. This ensures that all calls are addressed, regardless of when they are made.

 

Effective call routing is crucial for architecture firms that handle a high volume of calls. By implementing strategies like ACD, IVR, skills-based routing, and time-based routing, these firms can ensure that every call is answered promptly and efficiently, thereby improving customer service and boosting productivity.