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Friday Feature: Percentage Based Routing

This article was published on March 25, 2022

This post is part of our Friday Feature series where we look at a part of the Vonage Contact Center platform that you might not be familiar with but we think you might find useful!

Percentage Based Routing is an applet that can be added into any branch of your call plan. It simply allows you to route a percentage of calls into subsequent branches. You can choose up to four different options and determine how many of those calls go in each direction. You can route calls in 4 directions and there are some really good ways to use this functionality.

Our Professional Services team suggests percentage based routing can be an easy way of adding some competitive games into your contact centre.

"By splitting your calls out into different groups you can use wallboards to show how each group is doing in terms of calls in queue and average waiting time."

Anything that tries to improve the engagement and productivity of agents is a great thing.

Another good use case is post call surveys. As the focus in the contact centre moves from cost control to customer experience its important to keep a close eye on what the important people (the customers) really think.

"It's recommended that customers use a percentage based router to take 5-10% of their calls and redirect them to a short post call survey - perhaps just one question asking how we did today" These stats can be reported on by queue, or by agent and gives the business a good idea on how customers are feeling about the brand and the customer experience.

And finally, we see customers using percentage based routing to record a subset of calls for training and quality purposes. "Sometimes you don't need to record and store every call coming into your contact centre. Recording just the percentage you need simplifies your training and quality management processes in seconds."

We hope these three ideas have been of use. Have you implemented percentage based routing in your contact centre? How are you using percentage based routing to split your calls?

Written by Vonage Staff

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