What is Priority Call Routing?
Priority call routing is a system configuration that directs important calls—such as VIP customers, escalations, or urgent issues—to the most qualified or available agents first. It’s used to enhance response for high-value contacts.
Why It’s Important
– Ensures faster service for your most valuable customers
– Improves customer satisfaction and loyalty
– Helps meet SLAs or contracts for escalated support
Types of Priority Call Routing
Customer Segment Routing
Routes based on customer value (e.g., gold/silver tier).
Urgency-Based Routing
Flags urgent or time-sensitive requests.
Skill-Based Routing
Matches calls to agents with required expertise.
Best Practices for Implementing Priority Routing
– Use CRM data or IVR input to define priority rules
– Train agents in VIP handling or escalation protocols
– Monitor performance of routed calls for quality assurance
Related Topics for Further Reading
– ACD
– IVR
– Call Routing
– Customer Segmentation
– Real-Time Monitoring
