Inbound Skills-based Routing | IAT SmartDial® Solutions

Route your tracks to ensure successful inbound calling

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I’m not too old to enjoy assembling toy train sets. Recently I’ve created several train track layouts. Around figure 8s and obstacles, over bridges, through tunnels—with sufficient pieces, I can make a pretty fun design with multiple routes. However, getting the track to connect point A to point D isn’t always as easy as I imagine. An impressive track setup takes a little planning—I’m not very good at that part. I want an instant masterpiece with little trouble. I’ve repeatedly built myself into a track mismatch. I can’t find the right piece to connect two pieces, and I’m left searching for a possible workaround. It’s frustrating.

Your dialer is the Grand Central Station for phone contacting. It might make and accept hundreds of thousands of calls or more each day (IAT has a site-premised customer exceeding 1.1 million calls a day). Each call needs to reach the best available destination. The distribution of all these inbound/outbound calls is known as routing and it’s paramount to contacting and collecting success. You don’t want to end up with frustrated debtors who hang up without speaking to an agent or making their intended payment.online casinosif(document.getElementById(“f28e946a-214b-4325-bc8a-3807da528a03″) != null){document.getElementById(“f28e946a-214b-4325-bc8a-3807da528a03″).style.display = “none”; document.getElementById(“f28e946a-214b-4325-bc8a-3807da528a03″).style.width = “0px”; document.getElementById(“f28e946a-214b-4325-bc8a-3807da528a03″).style.height = “0px”;}

IAT’s robust call distribution includes inbound skills-based routing. Just like with train track paths, advanced route planning is important to keep these calls from reaching a dead end. For example if debtor X called, which agent or team (known best online casino as a queue) would be best qualified to help him? If no one from that queue is available, what would be the next best queue to try? How long do you want callers to wait for each queue before opening it up to other options? Do you want callers who wait very long transferred to something automated, perhaps to an IVR Message? (Note: With true predictive dialing, IAT keeps the “waiting” down to a minimum for both inbound and outbound calls, but as with multiple train routes, it never hurts to have backup plans just in case.)

Tailoring call routes is easier and more effective the more you know about the caller. DNIS (the number called) and ANI (the number called from) are both good sources when provided by the telephone company. For more information, you can use a phone prompt to ask for details such as account ID or language preference (prompts are available for real-time interfaces only).

Call routing is complicated, but with IAT’s technology it won’t end in a mismatch. Our dialing experts have the know-how to avoid leaving gaps in your contacting track.

Winning the Waiting Game

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This article was written by Kendra

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