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Glossary

What is Conditional Routing?

Call center outsourcing companies have the ability to route customer calls according to area code or zip code with the help of GeoRoute tool. The professionals of the service providers had the ability to route callers to agents dynamically using a weighted priority based call queue. But with the evolution of newest routing technology, things have become much easier, like conditionally routing a call based on ‘if-then’ programming statement. It is the capability of the automatic call distribution (ACD) technology to route customer calls based on current conditions. Call routing is based on "if-then" programming statement.

A few parameters owing to which customer calls get routed are: volume of incoming calls in the queue, number of agents available in designated overflow agent groups or length of longest call. Take for instance, number of calls in group 1 exceeds 10 and two agents are available in group 2, then customer calls will be routed to group 2 instead of group 1, so as to reduce waiting time of the caller.

Conditional routing increases the productivity of the workforce available in the contact centers and helps in improving customer satisfaction and loyalty with comprehensive contact management.

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