{"id":230903,"date":"2024-07-26T18:32:43","date_gmt":"2024-07-26T16:32:43","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/ce-este-rutarea-apelurilor-si-cum-va-poate-avantaja\/"},"modified":"2024-08-12T11:18:11","modified_gmt":"2024-08-12T09:18:11","slug":"ce-este-rutarea-apelurilor-si-cum-va-poate-avantaja","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/ro\/blog\/ce-este-rutarea-apelurilor-si-cum-va-poate-avantaja\/","title":{"rendered":"Ce este rutarea apelurilor \u0219i cum v\u0103 poate avantaja?"},"content":{"rendered":"\n<div id=\"left-panel\" class=\"wp-block-group left-panel\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h1 class=\"wp-block-heading has-black-color has-text-color\">Dirijarea apelurilor: \u00cen\u021belege\u021bi ce este \u0219i cum ar putea fi benefic\u0103 pentru afacerea dvs.<\/h1>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-orange-background-color has-text-color has-background wp-element-button\"    href=\"https:\/\/test-staging.cloudtalk.io\/ro\/programeaza-un-demo\/\" style=\"border-radius:3px\">CONTACT V\u00c2NZ\u0102RI<\/a><\/div>\n\n\n\n<div class=\"wp-block-button btn-ghost\"><a class=\"wp-block-button__link has-grey-color has-light-white-background-color has-text-color has-background wp-element-button\"    href=\"https:\/\/test-staging.cloudtalk.io\/ro\/perioada-de-incercare-cloudtalk-14-zile\/\" style=\"border-radius:3px\">\u00ceNCEARC\u0102 GRATUIT<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-1024x576.png\" alt=\"\" class=\"wp-image-204640\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-88x50.png 88w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2.png 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p class=\"has-medium-font-size\">Care este adev\u0103rata putere a unui serviciu excelent pentru clien\u021bi?\nPotrivit HubSpot Research, <a href=\"https:\/\/blog.hubspot.com\/service\/customer-service-stats\" target=\"_blank\" rel=\"noopener\">93% dintre clien\u021bi<\/a> spun c\u0103 este probabil s\u0103 fac\u0103 achizi\u021bii repetate la companiile care ofer\u0103 acest lucru. <\/p>\n\n\n\n<p>Un element cheie al unui serviciu excelent pentru clien\u021bi este r\u0103spunsul la apeluri \u0219i gestionarea \u00eentreb\u0103rilor c\u00e2t mai rapid posibil.\nEste exact ceea ce face pentru dvs. o rutare eficient\u0103 a apelurilor.   <\/p>\n\n\n\n<p>Haide\u021bi s\u0103 afl\u0103m cum func\u021bioneaz\u0103 \u0219i cum poate stimula nu numai satisfac\u021bia clien\u021bilor, ci \u0219i afacerea dumneavoastr\u0103 \u00een ansamblu.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Principalele concluzii:<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Direc\u021bionarea apelurilor este o func\u021bie a solu\u021biilor de apeluri pentru \u00eentreprinderi.\nAceasta v\u0103 ajut\u0103 s\u0103 direc\u021biona\u021bi apelurile primite c\u0103tre departamentele sau agen\u021bii potrivi\u021bi.   <\/li>\n\n\n\n<li>Exist\u0103 o varietate de tipuri de rutare a apelurilor, inclusiv ordine fix\u0103, tur-retur, bazate pe competen\u021be \u0219i multe altele.<\/li>\n\n\n\n<li>Printre alte beneficii, un sistem eficient de rutare a apelurilor v\u0103 poate ajuta s\u0103 oferi\u021bi o experien\u021b\u0103 mai bun\u0103 clien\u021bilor, s\u0103 \u00eembun\u0103t\u0103\u021bi\u021bi implicarea agen\u021bilor \u0219i s\u0103 economisi\u021bi bani pentru afacerea dumneavoastr\u0103.  <\/li>\n\n\n\n<li>C\u00e2teva dintre cele mai bune practici pentru a profita la maximum de rutarea apelurilor includ definirea \u0219i personalizarea regulilor de rutare \u00een func\u021bie de cercetare, utilizarea unui meniu IVR informativ \u0219i conectarea solu\u021biei dvs. de apelare la CRM.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"what-is-cold-calling\">Ce este rutarea apelurilor?<\/h2>\n\n\n\n<p>Direc\u021bionarea apelurilor este o func\u021bie de gestionare a apelurilor care ajut\u0103 \u00eentreprinderile s\u0103 direc\u021bioneze apelurile primite c\u0103tre persoana sau departamentul cel mai potrivit.\nAceasta plaseaz\u0103 automat apelurile \u00eentr-o coad\u0103 \u0219i le distribuie \u00een func\u021bie de criteriile predefinite. <\/p>\n\n\n\n<p>Acest proces utilizeaz\u0103 tehnologia Interactive Voice Response (IVR) \u0219i Automatic Call Distribution (ACD).\nAcesta v\u0103 permite s\u0103 gestiona\u021bi un volum mare de apeluri primite, oferind \u00een acela\u0219i timp asisten\u021b\u0103 rapid\u0103 \u0219i de \u00eenalt\u0103 calitate clien\u021bilor.   <\/p>\n\n\n\n<p>Probabil v\u0103 imagina\u021bi rutarea apelurilor \u00een centrele de contact, dar orice tip de afacere poate utiliza aceast\u0103 tehnologie.  <\/p>\n\n\n\n<p>Acum c\u0103 \u0219ti\u021bi ce \u00eenseamn\u0103 rutarea apelurilor, haide\u021bi s\u0103 afl\u0103m cum func\u021bioneaz\u0103.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Cum func\u021bioneaz\u0103 rutarea apelurilor?<\/h2>\n\n\n\n<p>Exist\u0103 trei etape cheie implicate \u00een rutarea telefonului:<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><a href=\"https:\/\/fitsmallbusiness.com\/what-is-call-routing\/\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"512\" height=\"283\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-7-1.png\" alt=\"\" class=\"wp-image-204664\" style=\"width:684px;height:auto\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-7-1.png 512w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-7-1-300x166.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-7-1-424x234.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-7-1-200x111.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-7-1-88x49.png 88w\" sizes=\"auto, (max-width: 512px) 100vw, 512px\" \/><\/a><figcaption class=\"wp-element-caption\">Sursa: fitsmallbusiness.com<\/figcaption><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\">Calificarea apelurilor<\/h3>\n\n\n\n<p>Primul pas este s\u0103 afl\u0103m ce dore\u0219te apelantul.\nSistemul face acest lucru prin colectarea de date prin intermediul unui operator automat sau al unui instrument de <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/ce-este-ivr-raspuns-vocal-interactiv\/\">r\u0103spuns vocal interactiv (IVR)<\/a>.   <\/p>\n\n\n\n<p>Apelan\u021bii vor auzi un salut pre\u00eenregistrat \u0219i o serie de op\u021biuni de meniu sau \u00eentreb\u0103ri, la care vor r\u0103spunde vorbind sau folosind tastatura telefonului.  <\/p>\n\n\n\n<p>Sistemele de rutare a apelurilor pot deduce uneori scopul apelantului \u0219i \u00een alte moduri, inclusiv:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>De la num\u0103rul sau extensia apelat\u0103 (dac\u0103 au apelat un num\u0103r specific conturilor sau v\u00e2nz\u0103rilor, de exemplu)<\/li>\n\n\n\n<li>ID-ul apelantului, \u00een cazul \u00een care apelantul este deja cunoscut de \u00eentreprinderea dvs.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Coada de apeluri<\/h3>\n\n\n\n<p>R\u0103spunsurile IVR sunt analizate cu ajutorul recunoa\u0219terii vorbirii \u0219i al proces\u0103rii limbajului natural (NLP).\nIVR sau asistentul automat transmite datele c\u0103tre ACD, care plaseaz\u0103 apelul \u00eentr-o coad\u0103.\nPot exista cozi diferite pentru diferite tipuri de interogare \u0219i, de asemenea, pute\u021bi configura reguli de rutare pentru a acorda prioritate anumitor apeluri (cum ar fi cele ale clien\u021bilor VIP).\n\u00cen timpul acestei etape, apelantul poate auzi muzic\u0103 de a\u0219teptare sau un mesaj personalizat.   <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Distribu\u021bia apelurilor<\/h3>\n\n\n\n<p>\u00cen etapa final\u0103, apelurile sunt direc\u021bionate c\u0103tre <strong>persoanele sau departamentele relevante<\/strong>.\nSistemul de rutare a apelurilor preia apelurile din coada de a\u0219teptare \u0219i le distribuie \u00een conformitate cu regulile pe care le-a\u021bi stabilit.\nPentru eficien\u021b\u0103 maxim\u0103, pute\u021bi programa sistemul s\u0103 direc\u021bioneze apelurile c\u0103tre Mesagerie vocal\u0103 sau s\u0103 programeze un apel \u00eenapoi dac\u0103 destinatarul nu este disponibil.  <\/p>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#000\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"has-white-color has-text-color\">Ob\u021bine\u021bi maximum de la angaja\u021bii call center-ului dvs. cu aceste 10 metode dovedite de cre\u0219tere a productivit\u0103\u021bii.<\/p>\n<\/div><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-medium\"><img loading=\"lazy\" decoding=\"async\" width=\"213\" height=\"300\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-213x300.png\" alt=\"\" class=\"wp-image-185618\" style=\"object-fit:cover\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-213x300.png 213w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-725x1024.png 725w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-768x1084.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-765x1080.png 765w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-526x742.png 526w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-303x428.png 303w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-300x424.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-80x113.png 80w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-62x88.png 62w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center.png 899w\" sizes=\"auto, (max-width: 213px) 100vw, 213px\" \/><\/figure><\/div>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/10-ways-to-increase-productivity-in-your-call-center\/\">Cite\u0219te gratuit<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Diferite tipuri de rutare a apelurilor<\/h2>\n\n\n\n<p>Exist\u0103 multe tipuri diferite de rutare a apelurilor de intrare, astfel \u00eenc\u00e2t pute\u021bi alege regula de rutare care se potrive\u0219te cel mai bine nevoilor dvs. sau pute\u021bi utiliza o combina\u021bie.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Rutare comand\u0103 fix\u0103<\/h3>\n\n\n\n<p><strong>Numit\u0103<\/strong> \u0219i <strong>rutare pe baz\u0103 de list\u0103 sau secven\u021bial\u0103<\/strong>, aceasta \u00eenseamn\u0103 c\u0103 toate apelurile sunt trimise ini\u021bial la prima persoan\u0103 de pe list\u0103 (agentul nr. 1), indiferent dac\u0103 altcineva este liber sau nu.  <\/p>\n\n\n\n<p>Dac\u0103 nr. 1 nu este disponibil, apelul merge la agentul nr. 2 (apoi la nr. 3, apoi la nr. 4 \u0219i a\u0219a mai departe).\nDe \u00eendat\u0103 ce agentul nr. 1 devine disponibil, acesta revine \u00een capul listei. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">C\u00e2nd ar putea afacerea dumneavoastr\u0103 s\u0103 utilizeze rutarea fix\u0103 a comenzilor?<\/h4>\n\n\n\n<p>Utiliza\u021bi rutarea \u00een ordine fix\u0103 atunci c\u00e2nd dori\u021bi s\u0103 acorda\u021bi <strong>prioritate unei anumite persoane \u00een fa\u021ba tuturor celorlalte<\/strong> pentru a r\u0103spunde la apeluri.  <\/p>\n\n\n\n<p>Poate, de exemplu, sunte\u021bi o afacere mic\u0103, cu doar c\u00e2\u021biva angaja\u021bi care r\u0103spund la telefon.\nUnul poate fi mult mai experimentat dec\u00e2t ceilal\u021bi, a\u0219a c\u0103 dori\u021bi s\u0103 v\u0103 asigura\u021bi c\u0103 acesta r\u0103spunde la majoritatea apelurilor. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Rutare Round Robin<\/h3>\n\n\n\n<p>Rotirea prin rota\u021bie (aka, <strong>rotirea rotativ\u0103<\/strong>) este atunci c\u00e2nd distribui\u021bi apelurile prin rota\u021bie \u00eentr-o echip\u0103.\nDup\u0103 ce fiecare agent a preluat un apel, rota\u021bia \u00eencepe din nou cu primul agent. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">C\u00e2nd ar putea afacerea dumneavoastr\u0103 s\u0103 utilizeze rutarea Round Robin?<\/h4>\n\n\n\n<p>Utiliza\u021bi acest aranjament al rutei de apel pentru a v\u0103 asigura c\u0103 toat\u0103 lumea are <strong>\u0219anse egale de a r\u0103spunde la apeluri<\/strong>, \u00een loc s\u0103 acorda\u021bi prioritate agentului nr. 1.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"727\" height=\"542\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing.png\" alt=\"\" class=\"wp-image-204677\" style=\"width:730px;height:auto\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing.png 727w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing-300x224.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing-574x428.png 574w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing-424x316.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing-152x113.png 152w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing-88x66.png 88w\" sizes=\"auto, (max-width: 727px) 100vw, 727px\" \/><figcaption class=\"wp-element-caption\">Surs\u0103: CallHub.io<\/figcaption><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\">Rutare bazat\u0103 pe timpul cel mai pu\u021bin ocupat sau pe timpul de inactivitate<\/h3>\n\n\n\n<p>\u00cen acest scenariu, ACD acord\u0103 <strong>prioritate agentului care a a\u0219teptat cel mai mult timp<\/strong> un apel sau persoanei care a <strong>preluat cel mai mic num\u0103r de apeluri<\/strong> \u00een cursul zilei sau turei respective.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">C\u00e2nd ar putea utiliza afacerea dvs. rutarea bazat\u0103 pe timpul de inactivitate?<\/h4>\n\n\n\n<p>Utiliza\u021bi acest tip de rutare pentru a asigura un volum de munc\u0103 mai echilibrat, reduc\u00e2nd timpul de inactivitate \u0219i \u00eempiedic\u00e2nd <strong>agen\u021bii s\u0103 fie suprasolicita\u021bi<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Rutare bazat\u0103 pe competen\u021be<\/h3>\n\n\n\n<p>Aceasta implic\u0103 direc\u021bionarea apelurilor c\u0103tre persoana care are <strong>cele mai adecvate competen\u021be, calific\u0103ri sau autoritate<\/strong> pentru a r\u0103spunde fiec\u0103rei \u00eentreb\u0103ri.\nDe obicei, ACD colaboreaz\u0103 cu instrumentul IVR pentru a potrivi agen\u021bii cu clien\u021bii pe baza informa\u021biilor furnizate. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">C\u00e2nd ar putea afacerea dumneavoastr\u0103 s\u0103 utilizeze rutarea bazat\u0103 pe competen\u021be?<\/h4>\n\n\n\n<p>Utiliza\u021bi rutarea bazat\u0103 pe competen\u021be dac\u0103 ave\u021bi agen\u021bi cu seturi de competen\u021be diverse, cum ar fi abilitatea de a vorbi o alt\u0103 limb\u0103 sau de a r\u0103spunde la solicit\u0103ri tehnice complexe.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Rutare inteligent\u0103 bazat\u0103 pe apelant<\/h3>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/caller-based-routing\/\">Rutarea<\/a> inteligent\u0103 <a href=\"https:\/\/test-staging.cloudtalk.io\/caller-based-routing\/\">bazat\u0103 pe apelant<\/a> duce lucrurile un pas mai departe dec\u00e2t alternativa bazat\u0103 pe competen\u021be.\nAceasta utilizeaz\u0103 <strong>tehnologia AI<\/strong> pentru a direc\u021biona apelurile, \u00een func\u021bie de apelan\u021bii individuali, pe baza mai multor factori, cum ar fi:   <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Competen\u021be de agent<\/li>\n\n\n\n<li>Date privind clien\u021bii existen\u021bi  <\/li>\n\n\n\n<li>Analiza vorbirii  <\/li>\n<\/ul>\n\n\n\n<p>Astfel, sistemul de rutare acceseaz\u0103 datele din CRM despre apelantul respectiv \u0219i <strong>prezice persoana cea mai potrivit\u0103 pentru a r\u0103spunde la fiecare apel<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">C\u00e2nd ar putea afacerea dvs. s\u0103 utilizeze rutarea inteligent\u0103 bazat\u0103 pe apelant?<\/h3>\n\n\n\n<p>Utiliza\u021bi acest tip de rutare dac\u0103 ave\u021bi deja o mul\u021bime de date despre clien\u021bi.  <\/p>\n\n\n\n<p>Agen\u021bii dvs. pot eticheta clien\u021bii \u00een cadrul sistemului dvs. pe baza nevoilor, preferin\u021belor \u0219i a tot ceea ce \u0219ti\u021bi despre ei.\nApoi, atunci c\u00e2nd sun\u0103 din nou, ace\u0219tia pot fi direc\u021biona\u021bi automat c\u0103tre locul potrivit.   <\/p>\n\n\n\n<p>De exemplu, sistemul poate vedea o etichet\u0103 care indic\u0103 faptul c\u0103 un client a sunat deja \u00een leg\u0103tur\u0103 cu o plat\u0103 restant\u0103 \u00een contul s\u0103u.\nDac\u0103 sun\u0103 din nou, acesta poate fi direc\u021bionat direct c\u0103tre departamentul de contabilitate, economisind astfel timp \u0219i frustr\u0103ri. <\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"690\" height=\"512\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1.png\" alt=\"\" class=\"wp-image-204702\" style=\"width:690px;height:auto\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1.png 690w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1-300x223.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1-577x428.png 577w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1-424x315.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1-152x113.png 152w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1-88x65.png 88w\" sizes=\"auto, (max-width: 690px) 100vw, 690px\" \/><figcaption class=\"wp-element-caption\">Surs\u0103: <a href=\"https:\/\/help.cloudtalk.io\/en\/articles\/5763009-caller-based-routing-with-conditions\" target=\"_blank\" rel=\"noopener\">CloudTalk<\/a><\/figcaption><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\">Procent de rutare<\/h3>\n\n\n\n<p>Cu rutarea procentual\u0103, <strong>aloca\u021bi un anumit procent din apelurile primite unei anumite persoane sau echipe<\/strong>.\nCum ar fi 50% c\u0103tre echipa de v\u00e2nz\u0103ri A \u0219i 50% c\u0103tre echipa de v\u00e2nz\u0103ri B. Pute\u021bi \u00eemp\u0103r\u021bi apelurile \u00een orice mod dori\u021bi. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">C\u00e2nd ar putea afacerea dumneavoastr\u0103 s\u0103 utilizeze rutarea procentual\u0103?<\/h4>\n\n\n\n<p>Direc\u021biona\u021bi apelurile \u00een func\u021bie de procente pentru a asigura echitatea total\u0103 \u0219i pentru a <strong>preveni subutilizarea sau supra\u00eenc\u0103rcarea agen\u021bilor sau a echipelor<\/strong>.\nDe exemplu, trimite\u021bi unei echipe mai mici un procent mai mic de apeluri. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Rutare bazat\u0103 pe timp<\/h3>\n\n\n\n<p>Rutarea \u00een func\u021bie de timp direc\u021bioneaz\u0103 apelurile \u00een <strong>func\u021bie de momentul zilei<\/strong>.\nDe exemplu, le poate trimite agen\u021bilor \u00een timpul orelor de lucru, dar la mesageria vocal\u0103 \u00een afara acestor ore.\nSau, distribuirea apelurilor c\u0103tre agen\u021bi din diferite zone orare \u00een func\u021bie de orele lor de lucru.  <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">C\u00e2nd ar putea afacerea dvs. s\u0103 utilizeze rutarea \u00een func\u021bie de timp?<\/h4>\n\n\n\n<p>Utiliza\u021bi rutarea \u00een func\u021bie de fusul orar dac\u0103 afacerea dvs. func\u021bioneaz\u0103 \u00een mai mult de un fus orar.\nDac\u0103 cineva sun\u0103 la biroul dvs. din Londra dup\u0103 program, pute\u021bi direc\u021biona apelul c\u0103tre filiala dvs. din California care este \u00eenc\u0103 deschis\u0103. <strong> <\/strong>Aceast\u0103 op\u021biune este adesea utilizat\u0103 pentru<strong> <\/strong>call center offshore rutare apeluri.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Rela\u021bie sau rutare VIP<\/h3>\n\n\n\n<p>Acesta este momentul \u00een care <strong>prioritiza\u021bi apelurile<\/strong> sau le direc\u021biona\u021bi c\u0103tre anumi\u021bi destinatari \u00een func\u021bie de <strong>starea \u0219i preferin\u021bele apelantului<\/strong>.\nACD recunoa\u0219te num\u0103rul sau ID-ul apelantului sau utilizeaz\u0103 datele clientului din CRM pentru a direc\u021biona apelurile. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">C\u00e2nd ar putea afacerea dvs. s\u0103 utilizeze rutarea rela\u021bional\u0103 sau VIP?<\/h4>\n\n\n\n<p>Utiliza\u021bi acest tip de rutare dac\u0103 ave\u021bi clien\u021bi cu valoare ridicat\u0103 care se calific\u0103 pentru un tratament special sau clien\u021bi care au stabilit deja rela\u021bii cu anumi\u021bi agen\u021bi.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">De ce ar trebui s\u0103 v\u0103 intereseze rutarea apelurilor?<\/h2>\n\n\n\n<p>Ar trebui s\u0103 v\u0103 intereseze rutarea apelurilor, deoarece <strong>clien\u021bilor dvs.<\/strong> le <strong>pas\u0103 <\/strong>(foarte mult!) de serviciile bune.\nIar un serviciu bun include r\u0103spunsul rapid \u0219i eficient la apelurile primite.   <\/p>\n\n\n\n<p>De\u0219i \u00eentreprinderile sunt con\u0219tiente de mult timp c\u0103 clien\u021bilor nu le place s\u0103 a\u0219tepte, cele mai recente studii arat\u0103 c\u0103 r\u0103bdarea lor este chiar mai slab\u0103 dec\u00e2t a\u021bi putea crede.<\/p>\n\n\n\n<p>Call Centre Helper a \u00eentrebat clien\u021bii c\u00e2t timp sunt dispu\u0219i s\u0103 a\u0219tepte \u00eenainte de a abandona un apel.\n16,9% dintre responden\u021bii la sondaj au spus c\u0103 mai <a href=\"https:\/\/www.callcentrehelper.com\/2023-survey-abandon-time-227844.htm\" target=\"_blank\" rel=\"noopener\">pu\u021bin de 29 de secunde<\/a>, iar al\u021bi 19,1% au fost preg\u0103ti\u021bi s\u0103 a\u0219tepte \u00eentre 30 \u0219i 59 de secunde.\n\u00cen total, aceasta \u00eenseamn\u0103 c\u0103 <strong>mai mult de o treime dintre clien\u021bi doresc s\u0103 li se r\u0103spund\u0103 la apeluri \u00een mai pu\u021bin de un minut<\/strong>.  <\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"510\" height=\"362\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-9.png\" alt=\"\" class=\"wp-image-204714\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-9.png 510w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-9-300x213.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-9-424x301.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-9-159x113.png 159w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-9-88x62.png 88w\" sizes=\"auto, (max-width: 510px) 100vw, 510px\" \/><figcaption class=\"wp-element-caption\">Sursa: callcentrehelper.com<\/figcaption><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\">Beneficiile unui sistem eficient de rutare a apelurilor<\/h2>\n\n\n\n<p>Avantajele principale ale sistemelor de rutare a apelurilor se extind asupra clien\u021bilor, personalului \u0219i activit\u0103\u021bii dumneavoastr\u0103 ca \u00eentreg.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Pentru clien\u021bi<\/h3>\n\n\n\n<p>Am vorbit deja despre aspectul legat de timp.\nDa, clien\u021bii nu trebuie s\u0103 a\u0219tepte at\u00e2t de mult dac\u0103 distribui\u021bi eficient apelurile prin intermediul rutei de apeluri, dar beneficiile rutei de apeluri nu se limiteaz\u0103 la at\u00e2t.\nDe asemenea, clien\u021bii au mai multe \u0219anse s\u0103 primeasc\u0103 un r\u0103spuns de la <strong>prima<\/strong> \u00eentrebare, deoarece sunt direc\u021biona\u021bi c\u0103tre persoana potrivit\u0103 &#8211; mai ales dac\u0103 utiliza\u021bi <a href=\"https:\/\/test-staging.cloudtalk.io\/skill-based-routing\/\">rutarea bazat\u0103 pe competen\u021be<\/a>.  <\/p>\n\n\n\n<p>Ace\u0219tia nu vor fi transfera\u021bi de la un agent la altul \u0219i nu vor fi nevoi\u021bi s\u0103 se repete, ceea ce reduce probabilitatea ca ace\u0219tia s\u0103 se plictiseasc\u0103 \u0219i s\u0103 abandoneze apelul.  <\/p>\n\n\n\n<p>Dac\u0103 sistemul dvs. de rutare telefonic\u0103 este asociat \u0219i cu o func\u021bie IVR inteligent\u0103, apelan\u021bii pot g\u0103si r\u0103spunsuri chiar \u0219i f\u0103r\u0103 a fi nevoi\u021bi s\u0103 vorbeasc\u0103 cu un agent.\nUn meniu IVR bine optimizat poate oferi sfaturi simple \u0219i fundamentale prin mesaje \u00eenregistrate.   <\/p>\n\n\n\n<p>De exemplu, a\u021bi putea \u00eenregistra un mesaj \u00een care s\u0103 explica\u021bi programul de func\u021bionare, termenele de livrare sau condi\u021biile de plat\u0103.\nOricine sun\u0103 pentru a \u00eentreba despre aceste lucruri \u00ee\u0219i va primi r\u0103spunsurile f\u0103r\u0103 a fi nevoit s\u0103 vorbeasc\u0103 cu un agent. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Pentru agen\u021bii sau membrii echipei dvs.<\/h3>\n\n\n\n<p>Agen\u021bii pot deveni frustra\u021bi dac\u0103 nu au competen\u021bele sau autoritatea necesare pentru a r\u0103spunde unei \u00eentreb\u0103ri.\nO rutare eficient\u0103 a apelurilor rezolv\u0103 aceast\u0103 problem\u0103.\nEste mai satisf\u0103c\u0103tor pentru ei s\u0103 lucreze la cazuri care \u00eei intereseaz\u0103 \u0219i pe care au competen\u021ba de a le rezolva singuri.\nNim\u0103nui nu-i place s\u0103 transfere mereu apelan\u021bii c\u0103tre altcineva pentru c\u0103 nu \u00eei poate ajuta.   <\/p>\n\n\n\n<p>De asemenea, atunci c\u00e2nd distribui\u021bi apelurile \u00een mod egal \u00eentre agen\u021bi, volumul lor de munc\u0103 este mai echilibrat \u0219i mai pu\u021bin stresant.\nCu interog\u0103rile de baz\u0103 gestionate de meniul IVR, agen\u021bii au mai mult timp la dispozi\u021bie pentru a se ocupa de sarcini cu valoare mai mare.\nAr trebui s\u0103 observa\u021bi o <strong>cre\u0219tere a angajamentului \u0219i a satisfac\u021biei angaja\u021bilor<\/strong>, precum \u0219i a reten\u021biei.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Pentru afacerea dumneavoastr\u0103<\/h3>\n\n\n\n<p>Sistemele de rutare telefonic\u0103 maximizeaz\u0103 eficien\u021ba \u0219i productivitatea, permi\u021b\u00e2ndu-v\u0103 s\u0103 gestiona\u021bi un volum mai mare de apeluri.\nAcest lucru conduce la venituri mai mari, nu doar \u00een cadrul v\u00e2nz\u0103rilor, ci \u0219i pentru c\u0103 <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/how-to-raise-customer-satisfaction-as-an-smb\/\">cre\u0219te\u021bi satisfac\u021bia clien\u021bilor<\/a>. <\/p>\n\n\n\n<p>O rutare eficient\u0103 a apelurilor are un impact pozitiv asupra unor indicatori precum viteza medie de r\u0103spuns \u0219i rezolvarea primului apel.  <\/p>\n\n\n\n<p>De exemplu, serviciul interna\u021bional de \u00eenchirieri auto <a href=\"https:\/\/test-staging.cloudtalk.io\/discovercars-customer-story\/\">DiscoverCars<\/a> a reu\u0219it s\u0103 <strong>reduc\u0103 timpii de a\u0219teptare ai clien\u021bilor cu p\u00e2n\u0103 la 80%<\/strong> prin rutarea apelurilor:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>Beneficiul pe care \u00eel apreciem cel mai mult este rutarea apelurilor.\nCu ajutorul IVR, direc\u021bion\u0103m clien\u021bii c\u0103tre agen\u021bii care le vorbesc limba.\nDe asemenea, putem distribui apelurile \u00een func\u021bie de stadiul \u00een care se afl\u0103 clien\u021bii \u00een procesul de rezervare, acord\u00e2nd o prioritate mai mare acelor clien\u021bi care \u00ee\u0219i ridic\u0103 ma\u0219inile.  <\/em> <strong><em>Issam Daoudi &#8211; Supervizor la DiscoverCars<\/em><\/strong><\/p>\n<\/blockquote>\n\n\n\n<p>\u00cembun\u0103t\u0103\u021birea parametrilor opera\u021bionali conduce la cre\u0219terea CSAT (Satisfac\u021bia clien\u021bilor) \u0219i NPS (Net Promoter Scores).\nClien\u021bii mul\u021bumi\u021bi sunt mai predispu\u0219i s\u0103 fac\u0103 afaceri cu dvs., s\u0103 v\u0103 r\u0103m\u00e2n\u0103 fideli \u0219i s\u0103 recomande alte persoane.\n\u00cen acela\u0219i timp, fidelizarea sporit\u0103 a clien\u021bilor \u0219i a agen\u021bilor v\u0103 ajut\u0103 s\u0103 economisi\u021bi costurile de achizi\u021bie \u0219i recrutare.  <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Cele mai bune practici de rutare a apelurilor: Sfaturi pentru direc\u021bionarea corect\u0103 a apelurilor<\/h2>\n\n\n\n<p>Beneficiile direc\u021bion\u0103rii apelurilor telefonice sunt clare, dar va trebui s\u0103 urma\u021bi cele mai bune practici pentru a profita la maximum de acestea:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Configura\u021bi \u0219i \u00eembun\u0103t\u0103\u021bi\u021bi rutarea cu ajutorul cercet\u0103rii<\/h3>\n\n\n\n<p>\u00cembun\u0103t\u0103\u021birea serviciilor pentru clien\u021bi este un motiv cheie pentru implementarea rutei de apeluri.\nPrin urmare, este logic s\u0103 afla\u021bi mai multe despre <strong>nevoile \u0219i preferin\u021bele clien\u021bilor dumneavoastr\u0103<\/strong> \u00eenainte de a concepe un flux de apeluri sau reguli de rutare a apelurilor.   <\/p>\n\n\n\n<p>La urma urmei, studiile Salesforce arat\u0103 c\u0103 <a href=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_us\/www\/documents\/research\/salesforce-state-of-the-connected-customer-fifth-ed.pdf\" target=\"_blank\" rel=\"noopener\">89% dintre cump\u0103r\u0103torii de afaceri<\/a> sunt mai predispu\u0219i s\u0103 fac\u0103 o achizi\u021bie dac\u0103 companiile demonstreaz\u0103 c\u0103 \u00een\u021beleg obiectivele lor.<\/p>\n\n\n\n<p>Trebuie s\u0103 v\u0103 baza\u021bi regulile de rutare pe date exacte.\nPute\u021bi utiliza informa\u021bii existente din CRM, precum \u0219i sondaje \u0219i date comportamentale, care v\u0103 vor ajuta s\u0103 dezvolta\u021bi o strategie de rutare a apelurilor care func\u021bioneaz\u0103. <\/p>\n\n\n\n<p>Apoi, anticipa\u021bi problemele \u0219i \u00eentreb\u0103rile \u0219i folosi\u021bi previziunile de tendin\u021be \u0219i analiza predictiv\u0103 pentru a v\u0103 asigura c\u0103 sunte\u021bi preg\u0103ti\u021bi pentru perioadele cu volum mare de apeluri.\nEste esen\u021bial s\u0103 continua\u021bi s\u0103 colecta\u021bi \u0219i s\u0103 analiza\u021bi datele pentru o \u00eembun\u0103t\u0103\u021bire continu\u0103. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Definirea \u0219i personalizarea regulilor de direc\u021bionare a apelurilor<\/h3>\n\n\n\n<p>Dup\u0103 ce a\u021bi efectuat cercetarea, pute\u021bi crea reguli de rutare care s\u0103 se potriveasc\u0103 clien\u021bilor \u0219i opera\u021biunilor dvs. de afaceri.\nAlege\u021bi metoda (sau combina\u021bia) de distribu\u021bie pe care dori\u021bi s\u0103 o utiliza\u021bi \u0219i lua\u021bi \u00een considerare circumstan\u021bele \u00een care a\u021bi putea s\u0103 o ajusta\u021bi. <\/p>\n\n\n\n<p>G\u00e2ndi\u021bi-v\u0103 cu aten\u021bie la diverse scenarii.  <\/p>\n\n\n\n<p>De exemplu:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Dori\u021bi ca apelurile s\u0103 fie direc\u021bionate c\u0103tre &#8222;urm\u0103toarea cea mai bun\u0103&#8221; op\u021biune dac\u0103 persoana sau echipa de prim\u0103 alegere nu este disponibil\u0103?  <\/li>\n\n\n\n<li>Sau, \u00een acest caz, apelurile ar merge direct la mesageria vocal\u0103?  <\/li>\n\n\n\n<li>Ce ar trebui s\u0103 se \u00eent\u00e2mple cu apelan\u021bii VIP?<\/li>\n<\/ul>\n\n\n\n<p>Pute\u021bi stabili reguli care s\u0103 permit\u0103 apelan\u021bilor s\u0103 r\u0103m\u00e2n\u0103 \u00een coada de a\u0219teptare chiar \u0219i dup\u0103 \u00eenchiderea unui centru, s\u0103 \u00eei transfera\u021bi c\u0103tre un call center offshore sau s\u0103 \u00eei direc\u021biona\u021bi c\u0103tre baza dvs. de cuno\u0219tin\u021be.\nTehnologia de rutare a apelurilor v\u0103 poate permite chiar s\u0103 decide\u021bi c\u00e2t timp ar trebui s\u0103 sune telefonul \u00eenainte ca sistemul s\u0103 determine c\u0103 agentul nu este disponibil. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">P\u0103stra\u021bi instruc\u021biunile \u0219i mesajele IVR scurte, dar informative<\/h3>\n\n\n\n<p>Este important ca meniul dvs. IVR s\u0103 fie <strong>u\u0219or de navigat pentru clien\u021bi<\/strong>.\nMen\u021bine\u021bi op\u021biunile c\u00e2t mai simple posibil, pentru a evita confuziile \u0219i pentru a cre\u0219te probabilitatea de a g\u0103si un agent potrivit.   <\/p>\n\n\n\n<p>De exemplu, utiliza\u021bi submeniuri suplimentare \u00een loc s\u0103 include\u021bi o mul\u021bime de informa\u021bii \u00een salutul ini\u021bial.\nPute\u021bi crea mesaje de \u00eent\u00e2mpinare personalizate pentru ore sau departamente diferite, sau pentru a anun\u021ba orele de deschidere modificate de s\u0103rb\u0103tori.   <\/p>\n\n\n\n<p>Apelan\u021bii vor aprecia, de asemenea, actualiz\u0103rile privind timpii de a\u0219teptare actuali \u0219i pozi\u021bia lor \u00een coada de a\u0219teptare, precum \u0219i mesajele care le ofer\u0103 op\u021biuni alternative, cum ar fi returnarea apelului sau Mesagerie vocal\u0103.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1262\" height=\"711\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3.png\" alt=\"\" class=\"wp-image-204786\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3.png 1262w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-1024x577.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-768x433.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-88x50.png 88w\" sizes=\"auto, (max-width: 1262px) 100vw, 1262px\" \/><figcaption class=\"wp-element-caption\">Surs\u0103: <a href=\"https:\/\/help.cloudtalk.io\/en\/articles\/5412332-configure-sounds-and-greetings\" target=\"_blank\" rel=\"noopener\">Cloudtalk<\/a><\/figcaption><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\">Utiliza\u021bi CRM pentru a \u00eembun\u0103t\u0103\u021bi \u0219i mai mult direc\u021bionarea apelurilor<\/h3>\n\n\n\n<p>Dac\u0103 software-ul dvs. de rutare a apelurilor se integreaz\u0103 cu CRM (a\u0219a cum <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/software-integrat-de-call-center\/\">face CloudTalk cu multe dintre cele mai populare<\/a>), pute\u021bi \u00eembun\u0103t\u0103\u021bi \u0219i mai mult rutarea apelurilor.  <\/p>\n\n\n\n<p>ACD-ul dvs. va putea s\u0103 extrag\u0103 date relevante despre clien\u021bi, cum ar fi informa\u021bii despre cont, istoricul conversa\u021biilor \u0219i notele f\u0103cute de reprezentan\u021bi \u0219i agen\u021bi.<\/p>\n\n\n\n<p>Acest lucru nu numai c\u0103 permite sistemului s\u0103 efectueze o rutare inteligent\u0103 bazat\u0103 pe apelant, dar faciliteaz\u0103 \u0219i personalizarea interac\u021biunilor de c\u0103tre agen\u021bi.\nAceasta reduce timpii de a\u0219teptare \u0219i elimin\u0103 necesitatea de a c\u0103uta informa\u021bii \u00een timpul apelurilor.\n\u00cen plus, agen\u021bii pot ad\u0103uga automat date noi \u00een CRM pentru referin\u021be \u0219i utiliz\u0103ri viitoare.    <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Direc\u021bionarea apelurilor: Calea dvs. c\u0103tre clien\u021bi mai ferici\u021bi, agen\u021bi implica\u021bi \u0219i un rezultat final mai s\u0103n\u0103tos<\/h2>\n\n\n\n<p>Mai simplu spus, o bun\u0103 rutare a apelurilor \u00eei face pe to\u021bi ferici\u021bi.\n <strong>Clien\u021bii<\/strong> dvs. <strong>sunt mul\u021bumi\u021bi<\/strong> pentru c\u0103 le-a\u021bi rezolvat rapid \u00eentreb\u0103rile.\n <strong>Agen\u021bii<\/strong> dvs. <strong>sunt mul\u021bumi\u021bi<\/strong> pentru c\u0103 se simt \u00eemputernici\u021bi \u0219i recompensa\u021bi.\n\u00cen plus, reduce\u021bi ineficien\u021ba \u0219i cre\u0219te\u021bi veniturile, astfel \u00eenc\u00e2t <strong>C-suite este cu siguran\u021b\u0103 fericit<\/strong>.   <\/p>\n\n\n\n<p>Cu solu\u021bia potrivit\u0103 de rutare a apelurilor, pute\u021bi atinge acest nivel de fericire.\nAfla\u021bi cum CloudTalk face ca rutarea apelurilor s\u0103 fie floare la ureche &#8211; contacta\u021bi-ne pentru o demonstra\u021bie sau <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/perioada-de-incercare-cloudtalk-14-zile\/\">\u00eencerca\u021bi gratuit<\/a>. <\/p>\n<\/div><\/div>\n\n<div class=\"wp-block-cover ct-block-article-faq ct-virtual-numbers-page-rankmath-cover\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-white-background-color has-background-dim-0 has-background-dim\"><\/span><img decoding=\"async\" class=\"wp-block-cover__image-background wp-image-148766\" alt=\"\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/10\/blog-article-faq-cover-question-marks.svg\" data-object-fit=\"cover\"\/><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading has-text-align-center ct-block-article-faq-header\">\u00centreb\u0103ri frecvente privind rutarea apelurilor<\/h3>\n\n\n<div id=\"rank-math-faq\" class=\"rank-math-block\">\n<div class=\"rank-math-list \">\n<div id=\"faq-question-1662054682142\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Care este diferen\u021ba dintre rutarea apelurilor \u0219i redirec\u021bionarea apelurilor?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Redirec\u021bionarea apelurilor \u0219i rutarea apelurilor sunt ambele func\u021bii de gestionare a apelurilor, dar nu sunt acela\u0219i lucru.<br \/>\nCu rutarea apelurilor, seta\u021bi reguli predefinite care dicteaz\u0103 modul \u00een care sunt distribuite toate apelurile primite de \u00eentreprinderea sau centrul dvs. de apeluri.<br \/>\nCu Redirec\u021bionarea apelurilor, seta\u021bi reguli pentru redirec\u021bionarea automat\u0103 a apelurilor de la un num\u0103r individual la altul.  <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054689829\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Cum sunt direc\u021bionate apelurile telefonice?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Apelurile telefonice sunt direc\u021bionate \u00een conformitate cu regulile prestabilite pe care le defini\u021bi \u0219i le personaliza\u021bi \u00een cadrul solu\u021biei dvs. de apeluri de afaceri.<br \/>\nAceste reguli indic\u0103 sistemului modul \u00een care dori\u021bi s\u0103 distribui\u021bi apelurile &#8211; poate \u00een func\u021bie de factori precum ora, apelantul \u0219i altele &#8211; iar o combina\u021bie de tehnologii IVR \u0219i ACD direc\u021bioneaz\u0103 apelurile \u00een consecin\u021b\u0103.   <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054701629\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Este rutarea apelurilor doar pentru centrele de apeluri \u0219i de contact?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Nu neap\u0103rat.<br \/>\n\u00cen timp ce regulile de rutare a apelurilor sunt, de obicei, asociate cel mai mult cu centrele de apeluri \u0219i de contact, acestea pot aduce beneficii \u0219i \u00eentreprinderilor \u00een general.<br \/>\nDe exemplu, a\u021bi putea dori s\u0103 configura\u021bi rutarea apelurilor astfel \u00eenc\u00e2t apelurile bazate pe conturi s\u0103 ajung\u0103 direct la departamentul de contabilitate.  <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1710507718474\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Are afacerea mea nevoie de un sistem de direc\u021bionare a apelurilor?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Depinde.<br \/>\nAfacerea dvs. prime\u0219te un volum mare de apeluri primite?<br \/>\nV\u0103 angaja\u021bi s\u0103 oferi\u021bi un standard excelent de asisten\u021b\u0103 pentru clien\u021bi?<br \/>\nDac\u0103 r\u0103spunsul la ambele \u00eentreb\u0103ri este afirmativ, atunci afacerea dvs. ar putea beneficia probabil de o rutare eficient\u0103 a apelurilor.   <\/p>\n\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div><\/div>\n\n\n\n<div style=\"height:75px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Care este adev\u0103rata putere a unui serviciu excelent pentru clien\u021bi? Potrivit HubSpot Research, 93% dintre clien\u021bi spun c\u0103 este probabil&#8230;<\/p>\n","protected":false},"author":126,"featured_media":204648,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[726],"tags":[],"class_list":["post-230903","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-sistem-de-telefonie"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts\/230903","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/users\/126"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/comments?post=230903"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts\/230903\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/media\/204648"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/media?parent=230903"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/categories?post=230903"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/tags?post=230903"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}