Most call centers use some level of skills-based routing. How the calls are segmented can be influenced by languages, call types (e.g., simple to complex), licensing requirements (e.g., by state or sales function), up-selling/cross-selling strategies, customer segmentation strategies and other factors. I suggest you start by defining the characteristics or your call types and customer needs. Then identify the options that make sense and evaluate them against key criteria for your business.
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