After the development of logistics and various modes of transportation, it became easier for people to receive goods from different parts of the country and even various parts of the world. But have you ever wondered how these companies decide their delivery routes, and how does it work? Amazon is one of the leading E-commerce companies in the world that made our lives easier. Today you will get to know about what are Amazon routes built based on, how does Amazon determine your route, and what is the routing profile in Amazon Connect?
Table of Contents
1. What is Amazon?
Amazon is a wide internet-shopping platform that sells almost everything, whether it be automobile parts, gadgets, household appliances, toys, books, etc. The trade is carried out either directly by Amazon or through a middleman between Amazon and retailers. Amazon offers selling opportunities to businesses irrespective of their size of operation. (See How did Amazon start?)
2. What is Amazon Connect?
It is an Amazon Web Services or AWS public cloud customer contact service center. It has representatives that answer the inquiries made by customers through phone calls or chat. The connections are established across many availability zones and paths to the telecom providers for fault tolerance and high availability. According to Amazon, it is like a telecommunication infrastructure for each company using this service. (See Is bee.com a Cryptocurrency?)
3. What is an Amazon Connect Contact Flow?
The contact flow defines the steps that a customer takes while they interact with the contact center. The admin or the executive can configure a contact flow through a graphical user interface (GUI) in a console. It enables the admin to play a recorded answer, ask a question to the caller, transfer the call, or manage the call recorder settings. It can also route the end user call according to the skills of the agent. The service also assigns a routing profile to the agent as per its expertise to handle one or more calls. So, what are Amazon routes built based on, does it include connect and delivery routes both? (See Who Owns the Chicago Bears?)
4. What is Routing Profile in Amazon Connect?
It is the system that determines what types of calls or queries a customer care executive can receive. It also determines the priority of the calls. Amazon Connect includes a default routing profile known as a basic routing profile along with the default queue named Basic Queue. It does the work for the executive, and he is not required to make any customization. It helps in starting things quickly. (See How Do I Find Archived Orders On Amazon?)
5. What is Specified while creating the Routing Profile?
When a routing profile is created for the agent, the following things need to be specified.
- Channels that the agent will be supporting
- The queues that the agent will be handling
- An agent can decide to handle the single queue and answer all calls related to that queue
- An agent can set up multiple queues
- The priority and delays of the calls attended to the queue are also specified
Here is an example for you to understand the queue in a routing profile.
You are an agent at Amazon Connect and you get the routing profile via channels: voice, chat, and task. Next, you determine the queues,
- Queue 1 – Voice and chat
- Queue 2 – Chat
- Queue 3 – Task
6. How does Amazon Connect Routing Work with Various Channels?Photo by Marques Thomas on Unsplash
Before moving ahead to know what are Amazon routes built based on, consider looking at working with various channels. After setting up the routing profile to handle multiple channels, the interactions with inbound contacts on one channel must be completed by the agent before they take up another task. The way routing works is as follows:
- After signing up, a chat, task, or voice contact is assigned to the agents.
- Once the agent takes up a voice call, other tasks are not assigned to him unless the earlier one is completed.
- After a chat is accepted, another 10 chats are routed to him at the same time but with no voice call or task. Once the chats are done, another task, voice call, or chat batch is assigned.
- Similarly, after accepting a task, 10 more tasks are routed for them. But at that time no other voice call or chat is routed for them unless they finish it.
7. How does Amazon Determine your Route?
The determination of the routes for delivering your parcel depends on different factors including the size of the package, availability of shipping resources, and your location. Other than this, the shipping and delivery review and feedback provided by you are also taken into consideration while deciding the route. (See How do You get to the Associated Limited Brands ACES ETM login?)
8. What are Amazon Routes Built Based On?
Amazon is known to follow the rule of first come and first served. So, what are Amazon routes built based on? It is a simple rule in which the customer who is first in the queue is served first by the customer care agent. It is not just for the customer because an agent who was available for longer durations will be given the next task in the queue. Therefore, the routes built are based on the time a customer is waiting in the queue and the time for which the agent has been vacant or available. (See Does Amazon Prime Deliver On Sundays?)
9. How are Routes Selected?
Unlike other delivery services, there is not a hefty list of zone codes and the number of packages that are to be delivered there. Amazon provides its delivery drivers with the Rabbit application which is a proprietor Amazon scanner tool that not only scans the list for codes but also determines the best possible way to complete the delivery. (See How to Login into Disney Hub?)
10. What is Matrix Routing?Photo by José Martín Ramírez Carrasco on Unsplash
It is a new feature introduced by Amazon Location Services as a new feature for the routes. It helps in calculating routes between one or more than one destination and departure positions. Matrix Routing is skilled in returning with the shortest time and distance between the departure and destination points. After learning about what are Amazon routes built based on, look at the working of matrix routing. Must see What are the customer service hours at Walmart?
It offers the following features by using the routing parameters for more accurate results:
- Departure time based on predictive traffic data
- Mode of transportation like a car or truck
- Possibilities of any avoidance like tolls and ferries
11. How is Delivery managed by Amazon?
After labeling the box it is sent to the waiting truck as per the shipping method, speed, and location of the product. At a time more than 2000 packages or boxes are brought from the fulfillment centers to the sortation centers. In the sorting center, the packages are divided on the basis of the delivery location and the speed of delivery printed on the label of the box. (See How to Call in Sick at Walmart?)
12. What are the Benefits of the Amazon Routing System?
The benefits are not just confined to the availability and choice of an agent. Customers also benefit from Amazon’s Routing System in the following ways:
- Reliable: It is reliable because of the presence of an experienced customer service team. If something is wrong with the order, they are available 24*7 to help you out with it. They are experienced to take up the best possible solution for your problem and get it fixed as soon as possible.
- Easy to Use: Amazon made it easier for businesses to create routes and add them to their accounts. Besides being easy, it is affordable as the fees charged by Amazon are scanty. So, it is suitable for businesses of all sizes, even a home-based business can manage the routing system.
So, today you learned what are Amazon routes built based on. You also learned about the routing profile in Amazon Connect and how it works. In terms of delivery, how does Amazon determine your route depends on various factors; did you notice them? (Also read What is Amazon Holiday Pay?)