All 6 Types of IVR Routing and When to Use Each One

Interactive Voice Response (IVR) routing is a method of directing callers to the most appropriate agent, department, or service center to answer their questions, resolve their inquiries, and meet their specific needs.

The end result? Higher customer satisfaction, and simplified business call management.

IVR is a strategic tool that benefits callers by reducing caller wait times and improving service accuracy. With a fully optimized routing system, they can easily find the department they are looking for without having to move from one agent to another.

The key is to design call flows that utilize different types of IVR routing. Each has unique features and is best suited for specific scenarios. Most businesses use more than one type.

I will introduce the following six IVR routing types:

1. Caller ID routing.
2. Data directed routing.
3. Location-based routing.
4. Menu option routing.
5. Time-based routing.
6. Skills-based routing.

most modern business phone service and call center software Includes built-in tools for setting up basic IVR routing. Administrators can easily set up IVR for a single office or a simple phone tree without expert assistance. Complex IVR routing may require expert assistance as well as upgrades and third-party integration.

1. Caller ID routing

Caller ID routing uses the caller’s phone number to determine the best route for the call. This method is best if you need to create a personalized experience for frequent callers or prioritize important customers.

If this is the case, you can set up your enterprise’s IVR system to recognize the phone numbers of existing or VIP customers. When these customers call, they are routed directly to a dedicated account manager or priority support team.

This ensures that high-value customers receive immediate, personalized attention, which should make them happy.

In addition to this, you can also use caller ID routing to identify frequent callers and redirect them to specific departments with which they frequently interact. This will simplify the caller journey by reducing the need to repeatedly navigate through IVR menus, and also help your business Manage call queues more efficiently.

Simply put, caller ID routing is a great way to provide a customized experience for high-value customers or streamline service for existing customers, both of which can enhance customer loyalty.

2. Data-oriented routing

Data-driven routing uses the customer’s previous interactions to Improve call flow and create a more personal experience for callers. This type of IVR routing intelligently directs calls to the most appropriate agent or department by accessing customer data such as purchase history, account information, or previous service requests.

For example, callers identified as delinquent based on account history may be routed to aggregation, or based on real-time information such as account status or service level agreement. From there, customers can get information or Pay using IVR.

Bypassing the general query pipeline saves callers time. It also ensures they speak with an agent who is familiar with their specific requirements.

Callers will appreciate data-guided routing because it provides personalized service and reduces their need to provide the same information over and over again. Like the other types of routing on this list, if used correctly, you will see higher satisfaction and ultimately increased customer loyalty.

3. Location-based routing

In location-based routing, an IVR system utilizes a caller’s geographic location to direct their call to the nearest or most appropriate service center or representative.

This approach is useful if your business has multiple regional offices or service areas, as it ensures that your callers receive localized support for their specific region.

Let’s say you run a retail chain with stores across the country. You can use location-based routing to ensure callers are connected to the store closest to them.

This approach can also accurately convey region-specific messaging, such as local promotions or inventory. Likewise, if you own a region-specific service-based business (such as a utility company), your callers can automatically connect to a local office for more relevant assistance.

Overall, location-based routing provides a more personal experience for callers while also helping your business more effectively manage call volume across locations.

4. Menu option routing

This is one of the more familiar types of IVR routing. As the name suggests, callers have a variety of menu options to choose from. Based on their selection, their call will be routed to the most appropriate agent or department.

The advantage of this approach is that it is highly versatile and can be customized to meet a wide range of service needs. For example, a utility company can use menu option routing to classify calls as billing, outage reporting, or general inquiries.

By pressing the corresponding number on the keypad, callers can quickly navigate to the appropriate department without having to talk to a middleman. Not only does this speed up the call handling process, it also ensures your callers are connected to the agent best equipped to resolve their specific issue.

Menu options are also helpful for improving efficiency. It can be designed as Reduce massive call queue times During peak hours, calls are distributed based on query type. For example, during a sale, a retail business might have a menu option specifically for sale inquiries, which can be helpful if you anticipate an increase in such calls.

5. Skill-based routing

Skills based routing is one of them Important call center software features. It’s all about connecting your callers with the most qualified agents. This is especially helpful if the customer has more technical questions or needs additional guidance (help from one of the experienced agents).

This type of IVR routing analyzes the caller’s input or profile and directs the call to an agent or department with the necessary expertise.

This method is particularly effective for technology or software businesses or any company where calls often require specialized knowledge or handling.

Your technology company might use skills-based routing to send technical support inquiries directly to your IT experts, or billing-related calls directly to your finance department.

Because this routing method quickly connects callers to someone with the necessary expertise to assist them, it can help resolve their issues more efficiently – which means higher customer satisfaction for your call center.

Skill-based routing can also be programmed using language components or preferences. For example, callers who prefer Spanish can be routed to Spanish-speaking agents, making service more accessible and personalized.

6. Time-based routing

Time-based routing is exactly what it sounds like. This IVR system directs calls based on the current time.

Does your business need to handle calls outside of business hours or during different shifts? Time-based routing is particularly effective for these use cases. It allows you to set predefined rules to automatically route calls to the correct destination based on the time the call is received.

For offices with standard business hours, this is fairly simple. This approach to routing becomes absolutely critical for virtual contact centers, businesses operating across multiple time zones, and other organizations with distributed workforces. If your business receives customer service calls after hours in a certain time zone, the call may be routed to an office in another location where the customer service staff is still working.

Likewise, calls can be forwarded to a mobile number or voicemail during weekends or holidays. This way, customer inquiries don’t go unanswered.

Time-based routing is a great way to enhance the customer experience by reducing wait times and ensuring that no matter when a customer calls, their issue is resolved promptly.