CC Routes: The Key to Unlocking Call Center Success

CC Routes are the key to a streamlined, cost-efficient call center. My Country Mobile’s advanced routing strategies optimize agent utilization, minimizing operational expenses while maximizing the value of each customer interaction.
CC Routes

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CC Routes

What are CC Routes?

CC Routes, short for Call Center Routes, refer to the predetermined paths or channels that inbound and outbound calls take to reach their intended destination within a call center environment. These routes are designed to efficiently manage high-volume call traffic, ensuring calls are distributed to the appropriate agents or departments while optimizing the overall customer experience.

Importance of CC Routes

CC Routes play a crucial role in facilitating seamless communication between customers and agents, especially in the context of international call center operations. They are vital for:

share   Managing high call volumes

share   Ensuring call distribution to the right teams/agents

share   Optimizing customer experience

share   Facilitating global communication across different regions 

important of CC Routes

Technical Components

Voice over IP (VoIP) and SIP Trunking

Session Initiation Protocol (SIP) trunking provides a cost-effective and scalable solution for transmitting voice and multimedia data over the internet. Reliable SIP providers with robust global networks and redundancy measures are essential for ensuring high-quality and uninterrupted call routing.

Supported Codecs and Voice Quality

To optimize voice quality across different regions, the call center routing system should support industry-standard audio codecs like G.711 and G.729. The ability to transcode between codecs ensures compatibility and efficient bandwidth utilization.

Call Routing Equipment

share    Automatic Call Distributor (ACD): Distributes incoming calls based on predefined rules and agent skills.
share    Interactive Voice Response (IVR) system: Allows callers to navigate through menu options.
share    SIP-enabled Session Border Controllers (SBCs) or gateways: Facilitate conversion between internal and external networks.
share  Call routing software: Manages routing rules, integrates with ACD, and enables real-time monitoring.

Routing Strategies

Routing Strategies

Least-Cost Routing

The call center routing system employs a least-cost routing strategy to route calls through the most cost-effective path while maintaining acceptable quality standards. This approach involves analyzing real-time carrier pricing and network conditions to dynamically select the optimal route for each call, resulting in significant cost savings, particularly for international calls.

Geographic Routing

Calls are directed based on their origin and destination, ensuring compliance with country-specific regulations if necessary. For example, calls originating from certain countries may be routed through specific carriers or routes to comply with local telecommunication laws or data privacy regulations.

Failover and Redundancy

To maintain uptime and ensure uninterrupted call routing, the system incorporates failover and redundancy measures. Alternative routes and backup providers are configured to automatically reroute calls in the event of an outage or congestion on the primary route, minimizing disruptions and ensuring business continuity.

CLI Management

share   Pass-through CLI: The original caller line identification (CLI) is passed through to the receiving end, allowing agents to see the caller’s actual phone number. This approach promotes transparency and aids in caller identification.
share    Local/Regional CLI presentation: To improve the customer experience, local or regional CLIs may be presented to callers instead of the original CLI. This strategy can enhance caller recognition and increase answer rates, as customers are more likely to answer calls from familiar area codes or numbers.
Carrier Selection and Management

Carrier Selection and Management

International Carrier Selection

A comprehensive list of trusted international carriers with strong coverage in target regions is established. These carriers are thoroughly vetted based on their network reliability, quality of service, and ability to meet the call center's routing requirements.

Negotiating Rates and Agreements

Negotiations are conducted with various carriers to secure competitive rates for international call routing. Factors such as call volumes, destination countries, and potential discounts or special agreements based on committed usage levels are considered to optimize cost-effectiveness.

Evaluating Carrier Performance

The performance of each carrier is continuously evaluated based on metrics such as call quality, call completion rates, and network uptime. Regular assessments are conducted to ensure that only carriers meeting the highest standards are utilized for call routing.

International Telecommunication Regulations

Extensive research is conducted to understand and comply with telecommunication regulations and caller line identification (CLI) rules (if any) for the countries being serviced by the call center. This includes adherence to any restrictions or requirements related to the presentation, manipulation, or storage of CLI information.

Local Regulations and Licensing

In addition to international regulations, the call center routing system is designed to comply with local regulations relevant to call centers and telecommunications within the operating region. This may include obtaining necessary licenses, adhering to data privacy laws, and meeting specific requirements for handling customer information.

Data Privacy and Security Considerations

Considering the international nature of call center operations, special attention is given to data privacy concerns arising from the transmission and handling of caller information across different jurisdictions. Appropriate measures are implemented to ensure the secure storage and transfer of data, in compliance with applicable data protection regulations.

Testing, Monitoring, and Optimization

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Test Plans and Scenarios

A comprehensive alerting system is established to notify the appropriate personnel about route problems, unusual call patterns, or any other anomalies that may impact call routing or customer experience. This proactive approach enables prompt response and resolution of issues, minimizing service disruptions.
Regular Reviews and Optimization Processes

Regular Reviews and Optimization Processes

Regular performance reviews are scheduled to assess the effectiveness and cost-efficiency of the call routing system. These reviews involve analyzing call metrics, carrier performance, and identifying opportunities for optimization or reconfiguration of routes to maintain consistent quality and cost-effectiveness.

Scalability and Growth

Capacity Planning and Network Expansion

As call center operations grow, strategies for capacity planning and network expansion are put in place to handle more calls and expand coverage. This involves partnering with dependable carriers to use their global networks for smooth expansion.

Adapting to Changing Regulations and Carrier Relationships

Procedures are established to update call routes regularly in response to changes in carrier relationships, pricing, or regulations. This keeps the routing system optimized and in line with current standards and laws.

Evaluating Carrier Performance

Carriers are constantly assessed on call quality, completion rates, and network uptime. Regular evaluations ensure only top-performing carriers are used for call routing.

Let Us Handle the Global Network.

Use Cases and Best Practices

Examples of Successful CC Route Implementations

Examples of Successful CC Route Implementations

Real-world examples and case studies showcase successful implementations of CC Routes in various call center environments, highlighting the benefits, challenges overcome, and lessons learned.

Best Practices for Call Center Routing Optimization

Best Practices for Call Center Routing Optimization

Industry-recognized best practices are shared, covering areas such as carrier selection, routing strategy design, performance monitoring, and continuous optimization to achieve maximum efficiency and cost-effectiveness.

Use Cases and Best Practices

Common Challenges and Solutions

Common challenges faced by call centers in implementing and managing CC Routes are addressed, along with practical solutions and strategies to overcome them. This includes addressing issues related to regulatory compliance, carrier management, and scalability.

austria

AUSTRIA

BANGLADESH

BANGLADESH

BELARUS

BELARUS

BELGIUM

BELGIUM

BULGARIA

BULGARIA

CAMBODIA

CAMBODIA

CANADA

CANADA

CHINA

CHINA

CROATIA

CROATIA

CZECH REPUBLIC

CZECH REPUBLIC

DENMARK

DENMARK

ESTONIA

ESTONIA

FINLAND

FINLAND

FRANCE

FRANCE

GEORGIA

GEORGIA

GERMANY

GERMANY

GREECE

GREECE

HUNGARY

HUNGARY

INDIA