Intelligent Customer Routing

Intelligent customer routing enables you to deliver a personalised and value based experience to your customers. Using information such as the customer’s identifier, previous history or a past conversation, you can ensure your customer is intelligently put in touch with the most qualified person to handle the call.        

Agile works closely with your business to understand and design a system optimised to your unique call routing needs. For example, a mobile phone customer calling within the three month period before their contract comes up for renewal could be routed to a retention team, since there is a high propensity to change to a competitor. The possibilities for intelligent routing are unlimited, and the return on investment can be quick and hugely rewarding.

Benefits

Enhanced Customer Experience
Ensure that each customer’s call gets to the right person the first time - improving customer responsiveness and satisfaction.

Increase Revenue 
Intelligently routing calls enables you to deliver personalised messages - providing you with invaluable opportunities to retain customers at risk and cross sell new services.

Efficiency
Intelligent customer routing effectively reduces call handling times and optimises agent utilisation, allowing you to serve more customers than you would otherwise be able to.