Skills based routing.

With the plethora of organizations a call center may service, it is usually not very cost-effective to train every operator on the protocol for handling every type of inbound call they may answer. Thousands of calls come in daily, and each caller deserves the very best service from agents who can identify their needs and assist them accordingly. This has led to a necessity for skills-based call routing.

Skills-based routing has a variety of applications. It may be used for particular businesses, such as medical offices, or it can be helpful when bilingual services are requested. By educating staff on specialized processes or products, and then having those specific calls answered by the same uniquely qualified professionals, this service can increase productivity and improve customer satisfaction.

This white paper will explore the following:

• The history and evolution of skills-based routing
• Common mistakes in routing models
• The advantages of using this technique
• Factors critical for success