In the past, agents answering calls were generally able to be assigned to only one queue taking one type of call. This meant that agents who could deal with a range of call types had to be manually reassigned to different queue at different times of the day to make the best use of their skills, or face being exposed to a wide variety of calls for which they were not trained.

Skills-based routing (SBR), or Skills-based call routing, is a call-assignment strategy used in call centers to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent or in another way Skill-based routing (SBR) is a component of automatic call distributor (ACD) systems that filters and directs incoming inquiries to call center agents with the most applicable skill sets.

By closely matching an incoming call to the call center agent best-prepared to address a particular issue, callers experience shorter wait times and faster resolution of their issues, reducing average handle time (AHT). If you have a large support team, it can be difficult to maintain complex workflows. If you have a considerable or consistently growing customer base and ticket volume, it might be time to consider skills-based routing. It’s important to be able to determine which abilities are most important to your support team before you start routing.

Benefit of skills-based routing :

  • Less escalation: since SBR increase FCR so the need of escalation will reduce. Agents have more confidence in the areas which they have skill so they can handle customer quicker and better so this leads to customer satisfaction increment.
  • Call handling time is reduced. Since agents are familiar with the specific issues, it takes considerably less time to address the customer’s problem.
  • Improved agent focus: By using SBR agents can get straight to solving problems without wasting time on routing the call which means maximizing productivity and also Customers get better answers because you can be sure the skilled agent knows what they’re talking about.
  • First call resolution (FCR): a customer with a unique problem can be connected to an agent who can usually solve their problem on the first call, avoiding repeated customer callbacks.
  • Reduce Training time: by using SBR there is no need for agents to memorize huge amount of information and based on researches training time will have 40% reduction.
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Automating the process of agent allocation means that call center managers don’t have to manually assign agents with certain skills to different queues throughout the day. Skill-based routing also has benefits in terms of employee satisfaction, allowing agents to develop specific areas of expertise.

Skills‐based routing presents a contact center operation with a number of challenges. But, if skills‐based routing is an appropriate solution and is well designed, it adds real value. The right solution will limit downside impacts while bolstering the customer experience by quickly connecting customers to motivated agents who have the knowhow and capability to help.

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