Value-based Routing

What is value-based routing?

Value-based routing or smart routing is the method of allocating clients to queues based on the perceived or known value of their clients. Client features include behavior and demographics such as age and salary.

There are two types of value-based routing: proactive and interactive.

Proactive routing occurs when a customer routes to a queue depending on the customer’s assumed characteristics.

Interactive routing allows the call flow to disrupt intelligently by providing customer alternatives were an opportunity for annoyance or abandonment. Also, interactive routing technology has a powerful multi-net routing algorithm that is applied to the individual nets or links chosen.

Why is value-based routing vital in call centers?

Value-based routing seeks to allocate calls to agents to obtain the highest predicted value. It allows companies to efficiently align consumers with unique demands with agents that are ideal to fulfill certain demands.

Value-based routing can be a highly effective means of improving brand awareness by allowing consumers to keep up with the call flow at the right time. It will also offer a higher quality of service to high-value clients, thereby rising sales opportunities.

Value-based routing may help to maintain existing revenue sources or to build new ones. It will also help reduce the annoyance of the consumer. For example, a customer dealing with IVR choices may be supported by reorganizing the IVR menu based on previous customer experiences or by disturbing the call flow.