unlimited number of skills per agent
set up dialing priorirties based on skills
Skill-based routing ensure that when a call reaches a call center—the person most knowledgeable about your issues will be at 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.
Skill-based routing includes several module types. They are as the following:
In 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 and thus, more customers are served is a lesser period of time.
Another strategy includes having a team built, with each member specializing in a certain skill. This way there is at least a person, if not more, to clarify your problem specifically when a team receives your call at any given time.
This can be done through simple programming changes.
Call centers also choose to route your call to a particular agent or department. This is based on the options you dial—thus ensuring your queries reach a person who can understand and fix your problem immediately.
By having call center software manipulated to adapt to skill-based routing, we establish a more user-friendly experience.