Percentage based routing, simply defined, is an applet that allows users to route calls to multiple destinations, based on a percentage ratio. For example, if there were 25 agents in one location and 75 in another, percentage based routing could route 25% of calls to the first location, and 75% to the second. This enables call centers to ensure that a greater portion of their calls are being answered.
Although uneven distribution in the call centers is the most common reason for percentage based routing, there are many other ways that this tool can be utilized. Just a few include:
- Disaster Recovery – If a call center has multiple locations, and one experiences an issue that renders it inoperable, calls can be proportionately distributed to other locations until the first is back up and running.
- New Agent Training – When a new agent begins in a call center, percentage based routing can be utilized to ensure that they are not overwhelmed. More experienced agents can receive a greater percentage of the calls, while those that are still learning can be given a percentage that they are sure they can handle.
- Customer Feedback – By creating a survey, and having a percentage of customers be routed to that after their call with an agent, call center managers are able to measure the satisfaction level of their customers, and the performance of each agent.
No matter what the reason is behind a call center utilizing percentage based routing, it ensures that customers’ needs are being met, without any individual agent getting overwhelmed.