Skill-Based Routing

Skill-Based Routing

Here’s How Skill-Based Routing Works

Skill–based routing algorithms decide how to transfer a call to a particular agent in a department. Typically, it is based on the following set of points:

  • First of all, the software checks if an agent is free and available to answer queries;
  • Furthermore, an agent who has been available for a longer time is routed rather than an agent who has just got off the phone;
  • There is a preferred agent with more knowledge on specific issues, unlike one with one specialized skill set. Thus, skill-based routing will take you to the more skilled agent.
  • If a caller has specified beforehand the type of problem or attention their call requires, the system will automatically route the caller to a specialized agent.

Boost customer satisfaction with right agents.

Schedule agent shifts, breaks, and rotations.

Cut down clients waiting time efficiently.

Reduce costs by intelligently deploying agents.

Provide quick adaptation to fluctuating demand.

Balance workload across teams or departments.

Optimize Call Handling with Nectar Desk

Skill-based routing ensures that when a call reaches a call center—the person most knowledgeable about your issues will be of service to you. Thus, the call center software ensures that your call reaches the specific department or team that would be able to answer your queries.

It includes several module types. They are as follows:

  1. Skill-Based Routing
    The first type of routing lets the same call go to multiple agents and when one picks up, the others are given a notification. The skill-based routing ensures that whichever agent is free will be on hand to answer calls. Besides, more customers are served in a shorter period of time.
  2. Team build
    Another strategy includes having a team build, where each member has a certain skill. In this case, there is at least one person, if not more, to clarify clients’ problems specifically. In fact, this can be done through simple programming changes.
  3. Dialing
    Call centers also choose to route calls to a particular agent or department. This is based on the options customers dial. So, client queries reach a person who can understand and solve their problems immediately.

Powerful alone,
but even better with: