If you run a call center or handle customer support, you know the pain: long wait times, frustrated customers, and agents juggling calls they shouldn’t even be getting. This guide is for anyone who wants to actually fix that—without drowning in buzzwords or features you’ll never use. We’ll walk through how to automate call routing in Freshcaller, so your callers get to the right place faster and your team isn’t wasting time playing operator.
Let’s cut the fluff and get your phone support running smoother.
Why Automate Call Routing in Freshcaller?
Before you dive into workflows and settings, let’s be honest: most call routing setups are either ignored after launch or so complex that only one person on the team understands them. The result? Calls go in circles, and everyone’s annoyed.
Automating call routing (done right) helps you: - Reduce wait times by sending callers where they need to go, fast. - Stop agent burnout by matching calls to skills or departments. - Handle spikes without scrambling—calls get distributed automatically. - Get real data on what’s working (or not).
But—don’t get carried away. Overcomplicated routing trees are just as bad as none at all. Keep it simple, test, and tweak as you go.
Step 1: Map Out Your Call Flows (On Paper First)
Before you even log in to Freshcaller, sketch out what you actually want to happen when someone calls. This saves you from setting up a maze you’ll regret later.
Ask yourself: - What are the top 3–5 reasons people call us? - Which teams or agents handle these best? - Are there calls that should skip the queue (VIP, emergencies)? - What happens after-hours?
Pro tips: - Don’t create a menu option “just in case.” Every extra choice adds wait time. - Run your map by front-line agents—they’ll spot gaps you won’t. - If you’re small, avoid unnecessary layers. “Press 1 for sales, 2 for support” is often enough.
Step 2: Set Up Your Teams and Agents in Freshcaller
Now get your house in order inside Freshcaller. Automation only works if your teams and agents are set up right.
Do this: 1. Check agent profiles. Make sure everyone has the right contact info and is assigned to the right department/team. 2. Create teams based on your main call types (Support, Sales, Billing, etc.). 3. Set business hours for each team. If your billing team clocks out at 5pm, make sure calls don’t get routed to them after hours.
What to skip: Don’t bother setting up every possible agent and team just to “future-proof” things. Start with what you have now, not what you might need in a year.
Step 3: Build Your Call Flows with Freshcaller’s Routing Features
Here’s where the rubber meets the road. Freshcaller gives you a few ways to route calls:
a) IVR (Interactive Voice Response) Menus
Think “Press 1 for…” menus. These let callers pick where they go.
- Keep menus short—two levels deep, max.
- Use clear language. “For tech support, press 2.” Not “For assistance with digital services…”
- Record your own greetings if you can. Robovoices sound cheap.
b) Smart Escalations
Send calls to backup agents or teams if the first group doesn’t answer.
- Set a reasonable wait time (e.g., 20–30 seconds).
- Escalate to the next available agent or team, not back to the start.
c) Skill-Based Routing
Route calls based on agent expertise (language, product line, etc.).
- Only use this if your agents genuinely have different skill sets.
- Don’t overcomplicate; too many “skills” mean slower routing.
d) Holiday & After-Hours Routing
Set up rules for when nobody’s around.
- Send calls to voicemail or a different team.
- Record a clear message telling callers when you’ll be back.
How to set it up in Freshcaller: 1. Go to the Admin section and select “Call Workflows” or “Call Flows.” 2. Create your main IVR menu. Add options for each department or call reason. 3. For each option, set the destination team and fallback rules. 4. Add after-hours and holiday routing under “Business Hours” settings. 5. Test every path—don’t assume it works just because you set it up.
What to ignore: Don’t set up every possible routing rule just because you can. Start with what solves your biggest pain points.
Step 4: Automate as Much as Makes Sense (But Not More)
Automation is great until it becomes a black box nobody understands. Here’s what’s actually worth automating in Freshcaller:
- Call distribution: Use round-robin or “least idle” assignment so no one agent gets slammed.
- Voicemail assignment: Route voicemails to specific teams so nothing falls through the cracks.
- Callback requests: If you offer callbacks, automate them to the right team.
What’s usually not worth the headache: - Overly complex skill trees (“Spanish-speaking billing for product X after 4pm only”). - Chained IVRs with four or more layers. If you need that, rethink your whole support model.
Pro tip: Document your setup somewhere outside Freshcaller (Google Doc, Notion, whatever). If you get hit by a bus, someone else can fix things.
Step 5: Test Your Setup Like a Real Caller
Don’t trust that it’s working—call in yourself. Try every option, and see what happens when you: - Press the wrong button. - Wait without pressing anything. - Call after-hours. - Leave a voicemail.
Get feedback: - Ask a new hire or a friend to try the system. If they get lost, your customers will too. - Check call logs in Freshcaller to spot bottlenecks or dropped calls.
Common issues to watch for: - Calls looping back to the main menu. - Voicemails not assigned to anyone. - Agents getting calls outside their business hours.
Fix as you go—don’t wait for a “big launch.”
Step 6: Track Results and Tweak
Set up a calendar reminder to look at your call analytics every week for the first month.
Watch for: - Average wait time (should drop if routing is working) - Number of abandoned calls (should go down) - Agent workload (evenly distributed, or still lopsided?)
If something’s off: - Simplify your menu. Less is more. - Move agents between teams to balance load. - Change escalation rules if calls get stuck.
Don’t chase “zero wait time.” Some wait is normal. Focus on making the experience clear—not just fast.
What Works, What Doesn’t, and What to Ignore
- Works: Simple, clean call flows. Clear menu choices. Regular reviews and tweaks.
- Doesn’t work: Over-engineered routing trees, generic robo-voices, “set it and forget it.”
- Ignore: Feature bloat. If a routing rule isn’t solving a real problem, don’t bother.
Keep It Simple—And Iterate
Automating call routing in Freshcaller isn’t magic, but it does make a real difference if you keep things straightforward. Start with your biggest pain points, automate what you can, and fix what isn’t working. Don’t aim for perfect—just get a little better each week. And remember: if your agents and callers are less frustrated, you’re on the right track.