Intelligent Call Routing
Optilead Intelligent Call Routing allows you to route your inbound calls to different parts of your business based on the callers location:
Call Routing - Counties
Route calls to a particular phone destination depending on the counties called from. For instance, Company A uses is South West call centre to cover calls that come from Cornwall, Devon, Dorset, Somerset and Wiltshire. This can easily be set up with our call platform.
Call Routing - TV/ Television Regions
As many marketing departments use TV regions to develop marketing plans our routing by TV region is perfect to slot precisely within these marketing plans.
Call Routing - STD
Route calls by standard local area code. For instance you may not wish to all areas within a particular county to be covered by the same call centre as for the other areas within that same county. Routing by STD codes may be a way around this i.e. Company wanted all calls in Dorset to be covered by its South West call centre but calls from Bournemouth to be dealt by Southern call centre. We can use STD routing to work with the client to develop a complex plan to route every individual STD in the country or just individual cases.
Call Routing - Postcode
As for routing by STD, complex routing plans can be set up for individual areas of the country depending on their postcode territory. This is invaluable for company’s that use postcodes to target their customers.
Call Routing - CLI
Routing by CLI enables us to route calls by individual numbers or by DDI ranges. An example of this would be Company A had one main client that they wanted to give special attention to. They asked us to route all calls from this particular client so that the calls went straight to the key Account Manager and bypassed the reception/call centre.
Call Routing – Location of Mobile
Most call routing solutions fall down when it comes to calls from mobile phones, because they rely on the STD code of the caller to determine the location. We often see around 50% of response calls coming from mobiles which means, 50% of calls can’t be correctly routed. Unless, of course, you use Optilead Intelligent Call Routiing as we’re able to calculate the precise location of the mobile phone in real time and use that to route the call.
Call Routing - Bespoke
We can use a mixture of all the options above to create an individual routing plan specific to the company's requirements. By using this method we can create any kind of plan that you require.
For more information about how Optilead Intelligent Call Routing could benefit your business, please contact us on 0844 448 2222.
