What are CC Routes?
CC (Contact Center) routes are pre-defined telecommunications channels used for routing inbound calls from customers to agents in a call center. Based on configured parameters like caller ID, dialed number, time of day etc., calls are matched to appropriate routes for delivery to agents with suitable skills.
CC routes establish the connectivity for calls between the external telephony trunks from providers and the internal systems of the call center. They are a key determinant of call quality, reliability, cost-efficiency and overall customer experience.
Types of CC Routes
There are a few primary types of CC routes:
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A-Z Routes – Number ranges mapped to destination agents, e.g. A=Sales, B=Support etc.
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CLI Routes – Based on caller ID to route important customers differently.
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Non-CLI Routes – For callers who have blocked their IDs.
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Geo Routes – According to geographic location of callers.
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Time & Date Routes – Based on when calls come in to route to different sets of agents.
Call Quality and Reliability
Two of the most crucial aspects for CC routes are excellent call quality and reliability. Choppy audio, echoes or distortions negatively impact customer conversations. Similarly, any reliability issues like dropped calls or congested networks frustrate customers.
CC route providers should offer modern VoIP infrastructure and robust connectivity for crystal clear call quality. There must be sufficient capacity with redundancy to ensure no bottlenecks or points of failure. Real-time monitoring tools help track quality metrics and prevent problems proactively.
Cost-Efficiency
CC routes are a major cost element in contact centers. Strategic routing approaches can optimize telecommunications expenditures. For example, least-cost-routing selects the most affordable route if multiple are available to the same destination. Failing over to more expensive routes is done when primary channels get congested.
Wholesale CC routes offer discounted pricing by aggregating traffic volumes across multiple call centers. But retail CC routes provide better customization for unique call center needs. The right balance depends on call traffic patterns.
Routing Strategies
Intelligent routing maximizes efficiency and customer experience. Some key routing strategies include:
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Skills-based – Matching callers to agents with suitable skills.
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Location-based – Connecting callers to nearest support centers.
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Queue optimization – Dynamic assignment to avoid long wait times.
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Priority or VIP routing – Fast-track important customers.
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Schedule-based – According to agent shifts and availability.
International CC Routes
For call centers handling international customers, having cost-optimized global CC routes is crucial. Look for providers with extensive worldwide footprint and partnerships with local telcos.
Intelligent international routing also improves customer satisfaction by connecting callers to native language speakers in local accents. It further reduces costs by taking advantage of lower labor costs in certain regions.
Wholesale vs Retail CC Routes
Parameter | Wholesale CC Routes | Retail CC Routes |
Cost | Lower cost due to aggregated pricing | Higher cost for dedicated channels |
Call Quality | Shared infrastructure so quality variations possible | Dedicated channels provide consistent quality |
Scalability | Scales well but some volatility | Scales smoothly |
Control | Less real-time control over routing | Complete control for fine-tuned routing |
Account Management | Shared accounts with less personalized service | Dedicated account management |
Contracts | Typically longer term contracts | Flexible short term contracts available |
Business Continuity | Prone to outages affecting multiple customers | High resilience with dedicated infrastructure |
Onboarding | Slower and template driven | Faster and customized onboarding |
Network | Shared telephony network | Dedicated telephony channels |
CLI vs Non-CLI Routing
Caller Line Identification (CLI) routes leverage the caller’s phone number for selective routing. For example, Platinum customers can be routed to senior agents. Non-CLI routes apply when callers have blocked their number.
CLI Routing, also known as CLI Routes, prioritizes the display of the caller’s phone number to the recipient. It ensures that the recipient can see the caller’s number on their device, providing transparency and trust. This type of routing is often used in businesses and call centers where maintaining caller identity is essential for customer service, sales, and branding purposes. CLI Routing is preferred for its professionalism and is commonly used in scenarios where caller identification matters.
In contrast, Non-CLI Routing, or Non-CLI Routes, does not prioritize displaying the caller’s number to the recipient. Instead, it often displays a generic or unknown caller ID. Non-CLI Routing is commonly utilized in situations where anonymity is desired or where lower call costs take precedence over displaying caller information. This approach can be cost-effective for businesses, but it may not be suitable for customer-facing operations where caller identification is crucial for trust and accountability.
Traffic Management
Efficient traffic management ensures calls are routed optimally to avoid congestion, long wait times, and call abandonment. Real-time adherence to service level agreements (SLAs) can also be enforced by predefined routing policies.
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Traffic management capabilities in CC routes include:
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Load balancing across sites and available agents.
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Overflow routing when primary channels get saturated.
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Rules engine to fine-tune routing logic.
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Real-time dashboards for traffic visibility.
Security Measures
Securing CC routes should be a priority to prevent fraud, eavesdropping and spoofing. Encryption, access control lists, and network segregation protects the confidentiality and integrity of call data. Fraud prevention capabilities like monitoring abnormal traffic spikes are also crucial.
Provider Selection
When selecting a CC route provider, some key considerations include:
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Proven expertise and infrastructure relevant to your needs
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Flexible options for retail, wholesale or hybrid approach
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Ability to seamlessly integrate new channels with existing setup
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Geographic and international reach for multi-region coverage
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Scalable capacity that keeps pace with your growth
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Comprehensive call quality and performance reporting
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Financial stability and longevity
Scalability
As call volumes grow, CC routes must scale seamlessly. Cloud-based infrastructure makes adding capacities and new channels easier compared to legacy on-premise systems.
Auto-scaling, redundancy, and load balancing are also important for scalability. A robust CC route framework ensures high reliability even during periods of unexpected spikes.
Geographical Coverage
For call centers with international operations or customers, having CC routes with extensive geographical coverage is vital. Choose providers who offer worldwide footprint directly or through partner networks.
Monitoring and Analytics
To track performance and caller behavior, CC routes should provide insightful analytics and dashboards covering:
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Call volumes and traffic trends
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Service levels and abandonment rates
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Caller locations
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Calling times/patterns
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Agent productivity
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Call disposition and transfers
Ongoing monitoring identifies issues proactively before they impact customers. Granular data also helps improve routing policies.
Regulatory Compliance
When dealing with international CC routes, ensure compliance with telecom regulations in each country of operation. This includes data protection laws, acceptable use policies, lawful interception and retention norms. Non-compliance can result in heavy penalties.
Future Trends
Some innovations poised to impact CC routing include:
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Adoption of VoIP and virtual numbers
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Integration with artificial intelligence for smarter routing
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Leveraging 5G for real-time unified communications
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Blending telephony with digital channels like chat and social media
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Increased centralized routing intelligence vs agent discretion
Frequently Asked Question
What are CC Traffics?
CC Traffics, or Call Center Traffics, refer to the volume of telephone calls, both inbound and outbound, that are handled by call centers or customer service operations. These traffics encompass customer inquiries, support requests, sales calls, and other interactions. Efficient management of CC Traffics is vital for ensuring effective customer service and business operations.
What are CC Routes?
CC Routes, short for “Call Center Routes,” are telecommunications paths or channels used by call centers to facilitate the routing of inbound and outbound calls. These routes play a critical role in the operation of call centers and customer service organizations, allowing them to efficiently handle large volumes of telephone traffic.
What are VoIP Routes?
VoIP Routes, short for “Voice over Internet Protocol Routes,” are pathways used to transmit voice calls over the internet using VoIP technology. These routes determine how voice data travels from one point to another, often involving multiple networks and providers. VoIP Routes enable cost-effective and flexible voice communication, making them essential in modern telephony systems and services.
What are Toll-Free Routes?
Toll-Free Routes are telecommunications pathways designed specifically for toll-free phone numbers. These routes allow callers to reach businesses or organizations without incurring any charges for the call. Instead, the recipient (business or organization) covers the cost of the call.
