Skill-based Routing

Efficiently direct customer inquiries to agents with suitable skills.

What is skill-based routing?

Skills-based routing (SBR), also known as skills-based call distribution, is a call-assignment strategy employed in call centers to direct incoming calls to the most qualified agents. Rather than assigning calls randomly, skill-based routing pairs customers with agents who possess the requisite skills and knowledge. This guarantees that customers receive optimal assistance while minimizing the need for issue transfer or repetition. By maximizing resource utilization and enhancing customer satisfaction, it enables companies to optimize their operations.

Skill-based Routing vs Automatic Call Distribution

Skill-based routing is an improvement over traditional Automatic Call Distribution (ACD) systems, as it operates in a slightly different manner.

In a typical ACD system, calls are directed to the first available sales or support agent using queue-based routing, without considering the specific skills needed for handling each call.

However, skill-based call routing ensures that callers are connected with the most suitable agent based on their requirements. While callers may experience slightly longer wait times, they can expect prompt assistance from an agent who is well-equipped to address their needs effectively.

How does skill-based routing works?

how skill-based routing works

Skill-based routing operates by matching incoming customer interactions with the most suitable agents who possess the necessary skills and expertise. Here is a simplified explanation of how skill-based routing works.

Prerequisites: Routing Rules Setup

The first step in skill-based routing involves configuring routing rules to ensure that calls are directed to the appropriate agents. These rules typically consider factors such as:

Product or service expertise

Level of experience

Language proficiency

Technical skills

Problem-solving abilities

Skill level assignment

Based on the pre-configured routing rules, administrators assign points to indicate the skill level of each agent. This helps differentiate the skill levels among the agents.

Incoming call processing

When an incoming call is received, the system analyzes various factors including the dialed number, caller identification, and selections made by the caller through the Interactive Voice Response (IVR) system.

Agent assignment

Using the configured routing rules and considering the available agents’ skill levels, the system determines which sales or support agents are best suited to assist the customer. During peak periods, agents with higher skill levels may be automatically sought for assistance by agents with lower skill levels to provide prompt service.

Why businesses need skill-based routing?

Skill-based routing is essential for call centers because it allows them to optimize their operations and enhance customer satisfaction. Here are the benefits of skill-based routing:

Improved customer experience: Swiftly connect customers with the most suitable agent. Resolve issues in a single call.

Increased efficiency: Streamlined call handling as callers are matched with agents possessing the right skills.

Enhanced agent morale: Agents’ confidence and job satisfaction soar as they receive calls that align with their skills.

Flexible resource allocation: Workload is evenly distributed among agents based on their availability and skills, optimizing productivity.

Personalized service delivery: Provide Tailored assistance, building trust and loyalty with customers.

Common FAQs

What kinds of routing are there besides skill-based routing?

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Queue-Based Routing: Agents are then assigned to specific queues and handle interactions from those queues.

Time-Based Routing: Incoming queries are routed to specific agents based on the time of day or day of the week.

Priority-Based Routing: Priority-based routing prioritizes certain queues over others.

Round Robin Routing: Distributes incoming requests equally among a group of agents and each agent receives the next request in line.

What is the best practice of skill-based routing?

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Define specific skills required for different types of inquiries.

Create skill profiles for agents based on their expertise.

Match customer needs with agent skills using intelligent routing systems.

Monitor and analyze performance metrics.

Continuously refine and improve the routing process based on feedback.

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