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Glossary

What is Application Based Routing and Reporting?

Application based routing and reporting is a technology that was developed primarily for the call center industry. This application based routing and reporting technology helps outsourced call centers to route and track customers’ phone call, and classify them according to the type of call or application including sales, services, and technical support. This application helps in enhancing the effectiveness of the staff by connecting the best available agent to the incoming customer call.

The main purpose of routing and reporting based application is to deliver calls to skilled agents. Often, companies struggle after making wrong choices and build complex structures to avoid transferring calls to wrong answer points. The reason for wrong answer point might be unavailability of right toll free number, or you can say, adequate toll free number is hard to find. The service providers must help customers to dial the right number. You might have come across personal instances when your call has been directed to the same agent, again and again but failed to get a response form the agent due to lack of knowledge on the agent’s part. This kind of a situation frustrates a customer and brings negative impact on the brand. Thus, to refine the services, call center service providers must make use of an application to support routing and reporting.

By using this application, customers can fetch adequate information because of improved efficiency of the call center.

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