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What Is Customer Controlled Routing (CCR)?

Contact Center Glossary > Customer Controlled Routing (CCR)

Customer Controlled Routing (CCR) Definition | TLDR

Customer controlled routing (CCR) is a call routing strategy that allows customers to choose how their calls are routed or handled, such as selecting a preferred language or department through an automated phone menu.

Customer Controlled Routing (CCR) Meaning

Customer Controlled Routing (CCR) is a telecommunications feature that empowers customers with the ability to manage and control the routing of incoming calls to their designated destinations. Traditionally, routing decisions are made by the service provider based on predefined criteria such as time of day, geographical location, or call prioritization. However, CCR puts the power directly into the hands of the customer, allowing them to customize how calls are directed, thereby enhancing flexibility and efficiency in managing incoming communications.

What Are the Key Features and Benefits of Customer Controlled Routing (CCR) in Telecommunications?

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Customer Controlled Routing (CCR) is a telecommunications feature that empowers customers with the ability to manage and control the routing of incoming calls to their designated destinations. Traditionally, routing decisions are made by the service provider based on predefined criteria such as time of day, geographical location, or call prioritization. However, CCR puts the power directly into the hands of the customer, allowing them to customize how calls are directed, thereby enhancing flexibility and efficiency in managing incoming communications.

Moreover, Customer Controlled Routing offers businesses greater agility and responsiveness in addressing changing operational requirements and market dynamics. By granting customers the autonomy to modify routing configurations on-the-fly, organizations can swiftly adapt to fluctuations in call volumes, staffing levels, or business priorities. Whether it involves rerouting calls during peak hours, integrating new communication channels, or implementing targeted call forwarding strategies, CCR empowers businesses to proactively manage their communications infrastructure to align with evolving needs and maximize operational efficiency. Ultimately, Customer Controlled Routing represents a paradigm shift towards customer-centric telecommunications solutions that prioritize flexibility, control, and responsiveness.

FAQs

Yes, customers can modify routing preferences in real-time with CCR.

Yes, Customer Controlled Routing (CCR) allows customers to prioritize certain channels over others.

Yes, Customer Controlled Routing (CCR) is capable of dynamically adjusting routing based on customer-defined criteria.

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