Despite the fact that 92% of customer interactions occur over the phone, only 15% of customers are satisfied with the caller experience. In order to acquire and retain customers in today's competitive landscape, brands must respond quickly and effectively to callers' needs. The end-to-end customer experience is the responsibility of the marketing department, and that includes the experience when people call. So, in order to provide consumers engaged with your marketing and website with experiences that drive sales and revenue, it is imperative that marketers have processes in place to immediately route callers to the right business location, the right call center or agent. For businesses with multiple locations, including pharmacies, franchises, banks, and retailers, it's important to route callers to the closest destination they're calling from, so they can receive information and location-specific assistance.
For example, if you're a drug store chain, it makes sense to route callers to the location closest to them so they can call for a refill prescription for pickup or ask questions of the pharmacists at this location. For other types of businesses, such as insurance companies and home service providers, it may be important to route the caller to the location closest to them. If you're a home
Phone Number List service business, you often want to direct callers to their local office so they can choose the right appointment slots and take advantage of special promotions that may be running in their area. And, for a wide variety of businesses, call routing is an essential tool to help meet sales territory contractual obligations. Whether sales agents are located in a central location - such as an office or contact center - or in a branch, if you have sales agents responsible for specific geographies, it makes sense to immediately route callers from those geographic areas to the right agents. Are your callers being routed to the wrong location or the wrong agent?
This is an important question. To answer this, DT University conducted a study of nearly 400,000 phone calls comparing the accuracy of two of the most common call routing methods: area code routing and zip code routing. We found that one of these methods is potentially routing callers to the wrong destination 33% of the time. Before going further into this study and its importance for your marketing, it is useful to first give a brief overview of the two call routing methods. Area code routing This method is to automatically route the caller to a location or agent based on the area code in the caller's phone number. This use case is often used because it imposes no burden on the caller - routing is done automatically without them having to enter information on their keyboard, so they can continue their hands-on experience. free.
