Percentage-Based Call Distribution

Balance Incoming Call Traffic with Precision

Managing call flow across multiple teams or departments isn’t just about answering quickly—it’s about distributing calls in a way that optimizes performance.

With Percentage-Based Call Distribution from United World Telecom, businesses can route calls according to predefined percentages across multiple destinations:

• Distribute inbound calls across teams based on agent availability or workload
• Assign call volume percentages to different locations, numbers, or devices
• Reduce wait times and prevent overloading specific teams
• Maintain consistent service quality, even during peak hours
• Adapt routing logic as teams grow or call patterns shift

What is Percentage-Based Call Distribution?

Percentage-based routing is an advanced call routing feature that distributes incoming calls among multiple phone lines, teams, or call centers based on a defined percentage. For example, you can send 60% of your calls to your U.S. support team, 30% to your team in Europe, and 10% to a backup support center in Asia.

This strategy is especially useful for companies that operate across different geographies or need to spread incoming call volume among departments with varying capacities.

This feature is included with each of our virtual phone number plans and can be configured directly in your United World Telecom control panel.

How it works:

Here’s how weighted call distribution functions in practice:

1. You assign weight percentages to different destinations (e.g., phone numbers, call groups, agents).

2. The system uses these percentages to route incoming calls to the correct endpoint.

3. Each inbound call is evaluated independently using randomization weighted by these percentages—ensuring your targets are always met.

Key Benefits and Use Cases

With Percentage-Based Call Distribution and other advanced routing tools, your business can optimize call handling across teams and regions, improving efficiency, response time, and customer experience — here’s how:

Smart Load Balancing: Distribute calls according to team size, time zone, or staffing level—so no phone line or team gets overwhelmed or underutilized.

Global Support Teams: Route support calls across your global offices based on availability or volume targets to ensure 24/7 service.

Multi-Location Contact Centers: Split calls across regional call centers during working hours, then reroute overflow to backup teams when needed.

Lead Distribution for Sales: Allocate inbound sales leads evenly among teams or regions—or give priority to specific agents for high-value campaigns.

Seasonal or Event-Based Traffic: Adjust distribution rules during product launches, seasonal demand, or marketing events when volumes spike.

Customize by Region or Campaign: Split calls between regions, campaigns, or product teams for specialized handling and tracking.

Optimize Staffing Resources: Avoid bottlenecks during peak hours and maximize team performance across global locations.

Improve Call Handling Efficiency: Route calls based on your business needs. Adjust percentage values as your operations grow or change.

Enhance Customer Experience: Get customers to the right team faster without long hold times, increasing satisfaction and first-call resolution rates.

Combine with Other Advanced Routing Features

Pair percentage-based routing with our other call management tools for complete flexibility:

• Call Flow Designer — Use our IVR editor to customize and map complex routing rules with ease.
• Time-of-Day Routing — Distribute calls by percentage and also based on working hours.
• Location-Based Routing — Route based on caller location and across global teams.

How to Use Weighted Call Routing?

Percentage-Based Call Distribution is included with all United World Telecom phone number plans. You can:

1. Log into your control panel and access our Advanced Routing and Call Flow Builder.
   
2. Create custom routing rules and assign percentages to multiple destinations.
   

» Click to view Step-By-Step instructions.