Connect Callers with Their
Preferred Agent

Use the preferred routing to connect customers with their favorite agents, ensuring personalized service and boosting customer loyalty effortlessly.

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Make Every Customer Feel Valued

Humanize Your Service

Ensure specific customers are always connected with a familiar, trusted agent who understands their needs.

Use Fresh Data

Integrate your CRM to assign agents to new customers and always ensure up-to-date information across systems.

Create Smart Routings

Use Call Flow Designer to build intelligent call routing in minutes with a simple drag-and-drop interface.

We’ve helped thousands of global companies

Case studies featuring customers who are building faster.

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Revolutionizing Revolut’s Efficiency and Saving 40+ Hours

“Thanks to CloudTalk’s reliability, we could improve sales teams’ performance and close more deals than we could have ever imagined.”

Jamie Devlin
Head of Operations

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Increasing productivity for 200 customer support agents

“With CloudTalk’s Analytics I now get to see every step of the way. We can find discrepancies and gain a much better understanding of our teams.”

Nelly Donnelly
Service Delivery Manager

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Delivering success for Glovo’s customer support team

“CloudTalk improved our team’s cost and efficiency. The script feature allows us to lead the calls in a much more systematic way.”

Yohann Bensadoun
Global Supply Growth

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Scaling outbound calls for MyHeritage 158 sales agents

“We have seen a significant increase in our outbound call volume. We can now reach out to more prospects and customers than ever before.”

Elay Sasson Call
Center Manager

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What is a Preferred Agent?

Preferred Agent feature is an advanced call routing solution designed to enhance customer interactions by ensuring calls are directed to a specific, assigned agent.

This functionality ensures that your clients are always connected to the agent they know and trust, providing a more personalized and consistent experience.

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How Does a Preferred Agent Work?

When a customer calls, the system automatically routes them to their designated representative. This intelligent routing mechanism eliminates unnecessary transfers, reduces wait times, and provides a seamless, personalized experience.

This setup allows the designated agent to manage the customer’s needs efficiently, with full knowledge of their history and likes. It streamlines communication, reduces wait times, and fosters a stronger, more reliable relationship between your business and your clients.

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Benefits of Preferred Agent

Match the Right Contacts for Better Results

Maximize Agent Productivity

Increase efficiency by directly routing customers to agents familiar with their history. Minimize call handling time and boost productivity by eliminating unnecessary background checks and repetitive explanations.

Elevate Customer Experience

Ensure a seamless and personalized experience by connecting customers with a consistent, trusted point of contact. Eliminate frustration from repetitive interactions, fostering comfort, trust, and long-term satisfaction.

Reduce Operational Costs

Lower costs by improving call resolution times and reducing the need for extensive training on repeat customer issues. Boost efficiency, allowing agents to focus on their tasks while minimizing the need for extra staffing during peak hours.

Increase Customer Retention

Strengthen relationships by consistently connecting customers with agents who understand their history and preferences. Foster trust, build deeper connections, and enhance long-term loyalty for higher retention rates.

How to Assign a Preferred Agent in CloudTalk?

Log in to CloudTalk and navigate to the “Contacts” section from the left-side menu.
Use the search tool to locate the customer you want to assign a preferred agent.
Click “Edit contact info” in the top right corner.
Scroll to the “Favorite agent” section and select the designated team member.
Scroll down and hit “Save changes” to finalize the assignment.

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Features

Other features you might like

Call Queuing

Automatically distribute calls to relevant agents based on customer status, technical skills or specific business needs.

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Flagship Feature

Interactive
Voice Response

Streamline your callers’ journey with a multi-level IVR menu and lead them where they need to be.

Learn more

Skill-Based Routing

Assign custom skills to your agents or teams and route customer calls automatically based on their unique expertise.

Learn more

Caller-Based Routing

Route customers automatically based on factors like agent skills and skill levels, custom fields and even CRM or HelpDesk info.

Learn more

Frequently asked questions

Everything you need to know about the product and billing.

How does Preferred Agent routing work?

This feature assigns specific customers to designated agents, ensuring they are connected to someone familiar with their previous interactions, leading to personalized and efficient service.

What advantages does Preferred Agent routing offer?

It enhances customer satisfaction by providing consistent interactions, reduces the need for clients to repeat information, and allows agents to build stronger relationships with customers.

Can I assign multiple preferred agents to a single contact?

Yes, It’s possible to map multiple agents to a contact. In such cases, the system attempts to route the call to the first available agent based on the predefined order.

How does Preferred Agent routing interact with skills-based routing?

Preferred Agent routing prioritizes connecting the customer to their designated agent. If the preferred agent is unavailable, the system may then utilize skills-based routing to connect the customer to another qualified agent.

What happens if the preferred agent is unavailable?

If the preferred agent is unavailable, the system can be configured to either hold the call in a queue until the agent becomes available or route the call to another suitable agent based on predefined criteria.

How can I update or remove a preferred agent assignment?

Administrators can modify or remove preferred agent assignments through the system’s settings or contact management interface, ensuring that routing rules remain up-to-date with staffing changes.

Which industries benefit the most from Preferred Agent?

The Preferred Agent feature is especially valuable for industries where personalized service and long-term customer relationships are key to success. It is widely used in Customer Support & Help Desks; Healthcare & Telemedicine; Financial Services & Banking; Real Estate; Legal & Consultancy Services; Insurance & Claims Processing