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GeoRouting Improves Customer Experience

GeoRouting Improves Customer Experience

GeoRouting improves customer experience by ensuring that a carrier routes your business’ calls to the right location. Does your carrier offer it? Location-based routing is everywhere in our lives now. If Elon Musk has anything to say about it, your days of manually driving a car may be numbered. With hundreds of millions of dollars being poured into R&D for self-driving vehicles by everyone from the Big Three automakers to tech overlords like Apple, Uber, and Google, it’s less a question of “if” but “when?”

What’s interesting is that the arguments for and against self-driving cars have shifted away from the safety and reliability of the technology. Through our smartphones we’ve become increasingly comfortable with the fundamentals of geographic information systems, remote sensing, and tracking data. From dozens of routes to Grandma’s house, our phone finds the fastest and highlights areas of traffic or construction-related delays. As conditions change, it can quickly suggest alternate routes.

These companies are maniacally focused on routing, to ensure the safest and most efficient passage from Point A to Point B.  Business owners and call center operators should be equally concerned about call routing, and consider the role their provider plays in connecting customers with the right agent.

Making the Right Connection with GeoRouting

Customer hold times and maze-like IVRs often confuse and frustrate customers. Confusion and frustration do not equal good customer experience. There are steps you can take to ensure that your customers’ experience is positive, and GeoRouting is at the top of the list.  The objectives are simple:

  1. Connect each caller with the right agent
  2. Minimize on-hold delay
  3. Mitigate the risk of call drops

GeoRouting, or point-of-call routing, lets a company put together a set of simple rules that will route the incoming calls to a location closest to its point of origin.

Say, for example, you’re a pest control company serving eight U.S. markets.  A caller from Atlanta is more likely to have questions about cockroaches, while one from Phoenix may need answers about thirsty ants on a quest for water.  GeoRouting allows you to manage calls based on location, and organize routing flows based on the needs of your business, so customers aren’t swarmed after being passed from agent to agent in search of the desert ant expert.

How Does GeoRouting Work?

If you are a Netflix subscriber, you use a form of GeoRouting each time you watch an episode of Orange is the New Black. When you log on to the website, it receives your public IP address. The IP tells Netflix where you are. When you hit play, the packets that make up your TV show originate from the closest content delivery network (CDN) site capable of streaming your selection. The fewer miles those packets must travel, the higher quality your video and sound—the better your experience.

GeoRouting for calls works similarly, but you’re in control. Your company defines a set of parameters that states the end-point of each call. That way your calls reach the right call center with the best audio quality.

From the Customer’s Voice to Your Agent’s Ear

Effective call routing is a crucial component in any successful telecommunications strategy.  Make sure your provider can offer the services and support to establish the best call routing methodologies for your company. Whether it’s complex business rules, unorthodox volume patterns, or customers dispersed across geographic regions, GeoRouting improves customer experience.

Voxtelesys’ robust GeoRouting is part of a suite of tools that give you the power of intelligent routing. Contact us today for more information on advanced call routing solutions to take your business to the next level.