submit query

Please fill with your details

  • # #

What is Conditional Routing?

Call center outsourcing companies have the ability to route customer calls according to area code or zip code with the help of GeoRoute tool. The professionals of the service providers had the ability to route callers to agents dynamically using a weighted priority based call queue. But with the evolution of newest routing technology, things have become much easier, like conditionally routing a call based on ‘if-then’ programming statement. It is the capability of the automatic call distribution (ACD) technology to route customer calls based on current conditions. Call routing is based on "if-then" programming statement.

A few parameters owing to which customer calls get routed are: volume of incoming calls in the queue, number of agents available in designated overflow agent groups or length of longest call. Take for instance, number of calls in group 1 exceeds 10 and two agents are available in group 2, then customer calls will be routed to group 2 instead of group 1, so as to reduce waiting time of the caller.

Conditional routing increases the productivity of the workforce available in the contact centers and helps in improving customer satisfaction and loyalty with comprehensive contact management.

Contact Us

Enter the details & we will contact you shortly!

Resource Library

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

BSNL Augmented Business Performances with Go4customer

TBharat Sanchar Nigam Limited (BSNL) started its operation and installed Quality Telecom in the nation.

Click here to Read >

Getit infomedia optimized business performance with

GetIt Infomedia is a leading digital supermarket in India

Click here to Read >


How BPO Services in Pune Drive Business Success?

<p style="text-align: justify;">Welcome to the Outsourcing Advantage!</p> <p style="text-align: justify;">Are you seeki....

Read more>>

Contact Center Vs Call Center: 10 Key Differences in 2024

<p>In customer service, the terminologies "Contact Center" and "Call Center" are frequently interchanged, yet each encapsulates unique....

Read more>>

Our Esteemed Clientele

  • MSME logo
  • Manrega logo
  • GIL Company logo
  • BSNL Company logo
  • NMEICT Company logo
  • hudco Company hudco
  • Relaxo Comapany logo
  • NSEZ Company logo
  • Gail logo
  • MTNL logo
  • timex logo
  • BPCL Company logo
  • HPCL Company logo
  • IOCL Company logo
  • one97 logo
  • AIIMS Company logo
  • Power-Grid logo

Next-gen Call Center Outsourcing at your disposal

We make call center outsourcing a viable choice for businesses to achieve growth. We deliver best call center services by maintaining high training standards, integrating AI and data driven technology and offering 360° customer support. With us, you invest in customer relations built on trust and exceptional experience.