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Glossary

What is Day-of-Week Routing?

Day-of-week routing is a high-speed technique of transferring incoming calls of customer to a specific extension depending on the working hours of the office. Call center outsourcing companies skilfully set up multiple forwarding rules during holidays, planned downtime, and other events. Service providers have the ability to control all advanced forwarding settings and they can decide when and where a call should be forwarded. For instance, a company has its subsidiaries, A and B in both east and west coast of New York. Office A routes calls related to technical issues to office B, owing to the absence of tech savvy professionals at A. Same process can be followed, if the professionals are on holiday or busy in other assignments and duties. Third party service providers operate round the clock, so your customers’ calls are never actually missed.

Business firms do not have sufficient time to interact with customers and resolve their queries. By outsourcing to an external body, businesses can improve their customer experience and operational efficiencies. In addition, call routing software helps service providers to efficiently manage the throughput of inbound calls. In recent times, the call routing strategy has improved customer experience by manifold.

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