Skills-based routing

What is skills-based routing in telecom, and how is it used? Learn all you need to know about skills-based call routing here.

What is skills-based routing?

In a contact center, skills-based routing is a method of allocating calls based on the skills needed to solve the customer's issue. The skills-based routing process reduces wait times and increases first-time resolutions by sending customers with common questions to the agents who can best handle the task. Taking advantage of skill assignments is often the last step to an "intelligent" call routing system.

When to use skills-based routing

There are many scenarios where skills-based routing is used to ensure the best agent is connected to a call in the shortest amount of time. Here are some common situations where skills based routing can be used to improve customer and agent experience:

  1. Some calls will require a certain skill or set of skills to best handle the call. Creating particular queues for these skills can increase wait time, underutilize agents, and be difficult to manage.
  2. Some agents are needed for a certain, less common skill they have but are not available due to being on a call for a more common skill.
  3. Some skills may be absolutely necessary for a certain call and some may be “better” to have but not necessary.
  4. Some agents are better used for other tasks but can also take calls during high call volume or for a specific type of call.

Benefits of skills-based call routing

The benefits provided by skill assignments and priority routing rules in contact center routing models include:

  • More first call resolutions
  • Boosted agent performance
  • Enhanced support for VIP customers
  • Reduced operational costs
  • Increased customer satisfaction

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