Users with access to Star Telecom Toll Free and DID management portal, included free of charge with inbound Toll Free and DID services, have at their fingertips one of the most useful features for contact center organizations needing to manage call traffic across multiple locations.
Resource Based Routing enables Star Telecom clients to distribute calls across multiple contact center sites, based on number of available resources at each site. In this context a "resource" can be a agent, IVR port, percentage of calls or whatever criteria drive the distribution logic.
Users can simply set the number of resources assigned to each SIP endpoint and Star Telecom platform will automatically distribute the call volume to meet the resource requirements.
This approach allows contact centers to virtually combine otherwise segregated resources and in turn benefit from increased operational efficiencies. Combining two queues of approximately the same size can result in increased efficiencies of 15%-30%. This can translate into shorter wait times / average speed of answer or allow contact centers to manage the resources more efficiently - as a single ACD queue.
