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What Is Call Routing?What Is Call Routing?

Call routing is a process that enables incoming calls to be directed to the most appropriate agent or department within a business, ensuring that callers are connected to the right person. Call routing can be automated or manual, and it is an essential part of any business that receives a high volume of phone calls, as it is to improve the overall customer experience.

While phone call routing isn’t a new technology, it has become more sophisticated and evolved in ways that smaller businesses can benefit from immensely. Learn more about call routing below and the advantages of implementing it.

Benefits of Call Routing

There are several benefits of call routing for businesses. First, it ensures that customers are connected to the right agent or department, which reduces wait times and improves the overall customer experience. Call routing also helps to increase agent productivity by allowing them to focus on specific areas of expertise which results in more efficient call handling and increased customer satisfaction. 

Types of Call Routing

There are different types of call routing, including:
 

1. Skills-based routing: This type of routing directs calls to agents based on their skill set and experience. For example, a customer calling with a technical issue would be directed to an agent with technical expertise.
2. Time-based routing: This type of routing directs calls based on the time of day or day of the week. For example, calls outside of business hours can be directed to voicemail or an after-hours service.
3. Geographic routing: This type of routing directs calls based on the geographic location of the caller. For example, calls from a specific region can be directed to a local agent who is familiar with the area.
4. Round-robin routing: This type of routing distributes calls evenly among a group of agents. This ensures that each agent receives an equal number of calls.

Examples of Call Routing

Here are a few examples of call routing in real-life scenarios:

1. A customer calls a bank to inquire about a loan. The call is automatically routed to an agent who specializes in loans.
2. A customer calls a tech support company with a software issue. The call is routed to an agent with technical expertise in the software.
3. A customer calls a customer service line for a product that was recently purchased. The call is routed to an agent who has knowledge of the product and can assist the customer with any questions or concerns.

Criteria for Call Routing

When implementing a call routing system, there are several criteria to consider to help you choose the appropriate type of systems and routing strategies, including:

1. Business objectives: Call routing should be aligned with the overall business objectives, such as improving the customer experience or increasing sales.
2. Call volume: Call routing should be able to handle the volume of calls that the business receives.
3. Agent availability: Call routing should take into account agent availability to ensure that calls are not directed to unavailable agents.
4. Customer satisfaction: Call routing should be designed to improve customer experience and satisfaction. 

Call Routing Systems

Call routing systems can be implemented using different technologies, including traditional PBX systems and VoIP (Voice over Internet Protocol) systems. The routing strategy and software used can vary depending on the type of system used.

With the right call routing system in place, businesses can efficiently handle incoming calls and provide a better customer experience. We at F2F Telecommunications know what the right call routing technology can do for small to medium-sized businesses, which is why we strive to give the tools needed without enterprise costs, making sure Cinnincanniti businesses can compete on equal footing. Explore why F2F Telecommunications leads in providing VoIP phone systems with call routing technology to businesses below.

F2F Telecommunications | Call Routing

QR Code Generator and Certificate CreationQR Code Generator and Certificate Creation

QR codes are everywhere these days, from restaurant menus to add posters.  They have become a trusted way for people to easily access specific information (like the Friday drink special at your favorite restaurant) without having to manually type in a website or URL.  In fact, a recent study by QR Tiger showed the use of QR codes quadrupled in 2022 alone, resulting in over 6.8 billion scanned instances.  But did you know?  QR codes can also be used to guarantee content security and authenticity.  How?  That same effortless scan-and-take-me-there ability that a QR code provides can also be used to visually show if a page of content has been altered or forged.

Just like physical, printed certificates with raised seal stamps of authenticity, it’s just as important for electronic certificates to remain untampered with.  But how can you be sure that the electronic certificates you issue remain unedited and unchanged?  A solution is SimpleCert’s QR code generator.

What is a QR Code?

 A QR code is a two-dimensional (2D) barcode that can be scanned by smartphones or an app designed to read them. While QR codes are essentially a type of barcode, they are enhanced and don’t require any special equipment to read them like at a grocery store. QR codes can be linked to a website page or online document, and once scanned they can securely take you to that linked destination.

 Beyond the ability to be linked to a specific destination, QR codes are read differently than traditional barcodes. The types of barcodes you see on grocery store products are read top to bottom while QR codes are read both top to bottom and left to right, which gives them the ability to contain much more information. Another benefit to QR codes and how they’re read is that you don’t need to worry about an angle like you would with traditional barcodes. 

How a QR Code Generator Provides Security

 QR codes can provide a destination when scanned, but how does that pertain to certificate security and verification? 

• By adding SimpleCert’s QR code ability to your certificates, the system automatically creates a unique QR code for EVERY certificate you create
• When scanned, the QR code will transport a viewer to a unique webpage that will display a visual image of that specific certificate, plus list out unique data fields for that certificate such as create date, expiration date, and issuer information
• When comparing a digital certificate to it’s online information, it becomes obvious if a certificate has been manipulated
• Provides a cost affecting level of security and authenticity, instilling trust in your certificates and business

SimpleCert’s QR Code Generator instantly provides unique verifiable QR codes on every certificate you create. Validation can be done using any smart phone or QR code reader app, and works regardless of how the QR code is scanned – even on printed out certificates.

SimpleCert’s QR Code Authentication System

At SimpleCert we understand the need to ensure security for your certificates.  Your business relies on it.  SimpleCert provides a way to revolutionize and automate your certificate management process, and with SimpleCert’s QR code authentication system you now have a way to ensure security and proof of authenticity with every certificate you distribute.

Streamlined verification for automatic certificate authenticity.

Ready to get your certificates rolling and ensure your digital certificates remain secure? Click below to sign-up for a free account, which allows you to distribute 10 certificates per month for free!  Take advantage of the endless customization, automation and process management that SimpleCert provides in an easy to use interface.  And rest assured, when using SimpleCert’s QR Code Authentication system, your certificates are secure.

To discover more about QR Code Authentication and Certificates made easy click below.

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