Ask customers what they remember from a service call and they probably won’t mention routing. Yet this hidden engine determines whether they reach someone who can solve their problem or end up in an endless transfer loop.
Nearly one in five callers are transferred, leading to a significant drop in satisfaction. The problem often stems from simplistic routing rules.
- Callers transferred
- 18%
Omnichannel Fragmentation
Contact centres have evolved into omnichannel hubs. If each channel has its own queue and agent groups, the overall journey becomes fragmented.
High-value interactions may be routed to junior agents while complex tasks languish in generic queues. Meanwhile, metrics remain anchored in handle time rather than outcomes.
Routing is a strategic lever for customer experience, not just an operational necessity.
Intelligent Routing Models
CCL’s intelligent routing service designs dynamic models that combine conversational AI, customer profiles and agent skills.
We use natural language processing to classify incoming requests across voice, chat and messaging. We then implement routing engines that match intent, customer value and agent availability in real time.