Home » Glossary » Data-directed call routing

Data-directed call routing

Definition

What is data-directed call routing?

Data-directed call routing, also known as intelligent routing, is a call center routing strategy that recognizes a caller by phone number, CRM help desk profile, or account number.

The call is then routed to the most suitable agent based on the parameters in their profile.

With data-directed call routing, a caller’s number is used to access their user account, which is helpful to select how the call should be directed.

Data-directed call routing reduces caller wait times, reduces the danger of routing a caller to an agent with limited problem-solving skills, and eliminates the possibility of a caller selecting the wrong IVR prompt.

a woman sitting at a table with a laptop
What is data-directed call routing?

Purpose of data directed call routing

The primary purpose of data-directed call routing is to evaluate data in company databases and use it to determine how incoming customer calls should be routed.

The data-directed call routing strategy in call routing management dramatically improves the customer experience. The only drawback of this strategy is that it presupposes a lot of information about a company’s clients, sometimes leading to more friction than happiness.

Organizations now incorporate intelligence to assist in making data-directed call routing decisions concerning consumer calls depending on their present situation.

Get Inside Outsourcing

An insider's view on why remote and offshore staffing is radically changing the future of work.

Order now

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 3,000+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.