State-Based Routing directs phone calls based on the location of the caller. For example, incoming calls from Victoria are directed to the Melbourne office, calls from New South Wales are directed to the head office in Sydney, and calls from other areas of the country are also directed to the head office.
State-Based Routing increases customer satisfaction by directing the caller to staff members who can best meet the customer’s needs. Avoid transferring calls between offices and leaving customers on hold by setting predetermined, location-based rules for incoming calls. Direct customers in the right place – immediately.