In a call center, call distribution is crucial to optimizing efficiency and customer satisfaction. There are different types of call distribution:
Uniform distribution: Each agent receives a call in turn, regardless of the time the call arrives. This system ensures a balanced workload among all agents.
Skill-Based Routing: Calls are routed to agents according to their specific skills, ensuring that the caller is connected to the agent best qualified to meet his or her needs.
Priority distribution: Certain calls are prioritized according to specific criteria such as customer value or urgency of request. These calls are routed first to available agents.
Cascade distribution: If a specific agent or group of agents does not answer, the call is automatically redirected to another group of agents.
Occupancy-based distribution: Calls are directed to agents with the least workload or shortest waiting times, to balance resource utilization.
Distribution based on waiting time: Calls are routed to agents according to the waiting time of callers, with the aim of minimizing this waiting time.
Geographical distribution: Calls are distributed according to the caller’s geographical location, often used by companies with several call centers in different regions or countries.
Random distribution: Calls are randomly distributed among the available agents. This can be used for test purposes or in situations where other methods are not applicable.
These strategies can be combined or modified according to the specific needs of the call center to optimize efficiency and enhance the customer experience.