Definition
Round robin lead routing is a way of sharing new inquiries among a team in a fixed turn order, so each person takes the next inquiry when their turn comes. It keeps the work even, but the person whose turn it is may not be the one free to reply soonest.
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What is round robin lead routing?
Round robin lead routing is a way of sharing new inquiries among a team in a fixed turn order. The first inquiry goes to the first person, and the next goes to the second. When everyone has had one, it starts again at the top.
It is not the same as availability-based routing, another lead routing method. That sends each inquiry to whoever is free soonest, whatever their turn.
What does round robin look like in a service business?
For example, a heating and cooling company has three estimators who visit homes and quote jobs. Six inquiries arrive in one morning.
| Inquiry | Goes to |
|---|---|
| 1 | Estimator A |
| 2 | Estimator B |
| 3 | Estimator C |
| 4 | Estimator A |
| 5 | Estimator B |
| 6 | Estimator C |
Each estimator gets two. Nobody has to decide who takes which one or split homes by area, as geographic lead routing does.
Is round robin fair, or is it fast?
It is fair on count, and it can be slow.
- Fair: everyone gets the same number of inquiries, in an order anyone can check.
- Slow: the next person in line might be on a roof, on a call, or on vacation. The inquiry waits for them, even when someone else is free.
- Even count is not even value: one estimator can get three small repairs while another gets a full system install.
How is round robin different from availability-based routing?
| What it means | Round robin | Availability-based |
|---|---|---|
| Who gets the inquiry | The next person in line | Whoever is free soonest |
| Good at | Keeping work even | Replying fast |
| Weak at | Speed when someone is busy | Fairness, since one person can end up with most inquiries |
| Fits | Teams paid per job who want even shares | Teams where the first reply often wins the job |
When is each one the better choice?
- Pick round robin when your team cares most about an even share, and an inquiry can wait an hour without going elsewhere.
- Pick availability-based routing when the first business to reply often gets the job, such as an emergency repair.
- Score first, then share when job sizes vary a lot. Lead scoring lets you split the high-scoring inquiries evenly, not just the total count.
In Qualiform, routing means something else. The lead score sends each lead to one of five rules, from called right away to politely turned away. The Booking tab's People tab names the person a form books with and the one told about each lead. Each rule can also choose who its meetings go to, under Routed to: Everyone, Taking turns, or The primary.
To set the rules for who gets which inquiry, read lead routing rules for a small service business.
Common questions
Is round robin routing only for car dealerships?
No. Any business with two or more people who answer inquiries can use it. A design studio, a heating and cooling company, or an event venue can all share inquiries in turn.
Does a two-person business need round robin routing?
Usually not. With two people, a shared inbox and one simple rule are often enough. For example, the rule can be that whoever is in the office replies. Round robin starts to help when people disagree about who gets which inquiries.
What is weighted round robin?
It is round robin where some people get more turns than others. For example, a full-time estimator might get two inquiries for every one a part-time estimator gets.