CTM Blog


CTM Releases Smart Router to Increase Sales and Customer Satisfaction

by Erika Rollins

CallTrackingMetrics has released Smart Routing, the latest enhancement to their call tracking system, providing businesses innovative ways to route inbound phone calls throughout their organization to increase sales and customer satisfaction.

Smart Routing allows businesses to route calls based on the website activity associated with the caller, the caller’s history, or their demographic profile. For example, calls from people who have visited particular pages of a businesses website may be routed to a certain group of agents with expertise in that area. Or, callers with a particular demographic profile, such as a household income range, marital status, gender or age range may be routed to agents best suited for those callers. CallTrackingMetrics is using NextCaller, the world’s largest Caller ID database, to provide demographic information for callers in real-time. Businesses will also have the ability to create custom fields (such as account ID, campaigns, product categories etc) and use them as triggers to route calls to the appropriate agent.

CallTrackingMetrics has traditionally provided customers advanced routing options such as the ability to route calls based on the caller’s location using their Geo Routing feature. This is especially useful for multi-unit and franchise businesses that benefit from routing callers to a local person quickly. They have also provided the ability to route callers to agents dynamically using weightings based on agent skill, call caps and availability through their Call Queue service.

The Smart Routing enhancements help customers through increased conversions, customer satisfaction, and more efficient processes for their call centers. Consistent with CallTrackingMetrics’s other routing options, Smart Routing has a simple rules-based interface allowing users to set up custom configurations and change them at any time.

According to Todd Fisher, CEO of CallTrackingMetrics: “The bar continues to get higher as callers are busier, savvier and are expecting a high level of service immediately. Not only does the phone need to be answered quickly, it needs to be answered by the agent who is best poised to help the customer.”

About CallTrackingMetrics
CallTrackingMetrics’s award winning phone system provides thousands of businesses around the world the tools they need to track, manage and optimize their phone calls so they can increase conversions. From understanding what advertising campaigns are generating phone calls to routing and monitoring calls for their call center, CallTrackingMetrics allows businesses to transform phone communication into powerful intelligence for their organization. Integrations with systems like Google Adwords/Analytics, Salesforce, Marketo, and Optimizely ensure that calls are seamlessly integrated into existing reporting.