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A skills-based routing strategy is a tactic used to distribute calls to liaisons ranked on the basis of their ability and performance in a call center dashboard. It is basically a “Prioritized Hunt” strategy that utilizes the best of your employees by enhancing presets and modifications in the Automatic Call Distributor (ACD) system.
Nectar Desk lets you create separate groups of liaisons based on factors like skillset, department, and time. Skills-based routing is programmed in a way that is capable of defining what, when, where, and how to assign calls. You can also create an order of your employees, where you can rank your best liaisons to receive calls earlier than those at the bottom of your list.
The ones you place up the ranks get to talk to the callers first and only if they are occupied will the others get a chance. In this flexible way, the top liaisons in your contact center dashboard will receive calls more frequently and thus, you can utilize them to the fullest.
The “Ring All” feature of Nectar Desk allows you to ring all available liaisons at once. The first one to pick up the phone gets to talk to the client and the others are notified of it. This is especially useful if you have a small team of liaisons in your call center dashboard. All calls are picked up as fast as possible.
Nectar Desk has its own programming algorithm for selection of liaisons. Available liaisons are picked first. Offline liaisons come next. Busy liaisons come at the last. You can also rank them according to their personal ability and professionalism, using a “Prioritized Hunt” approach to choosing liaisons. Specific skills and expertise should also be considered while assigning calls.
Agents with particular capabilities will be chosen to answer a client with matching needs and address them. Finally, a liaison who has been free for long should obviously pick up the next call before a liaison who has just finished a call.
Call center metrics are a helpful measure of the operations in and performance of a call center. Volume, service levels, and abandon rates are all examples of standard real-time metrics. Key Performance Indicators (KPIs) are also a good way to measure business progress.
Client gratification, average handling time, unit contact cost, liaison statuses, and resolution are the most relevant ones that give you an overall idea of your company’s performance.