What is Skills-based Routing?

Anwesha Roy

Pair incoming calls with the appropriately skilled agent

Strategy
What is Skills-based Routing?

Long queues, incorrectly matched agents, and repeated call-backs or transfers can bring down the quality of your customer experience. That’s why it is so important to pair incoming calls with the appropriately skilled agent at one go. As per Cisco’s recent survey, 93% of contact centre leaders prioritise intelligent routing as a top-three capability when choosing a contact centre solution because it “ plays a key role in the customer and agent experience.”

Let us explore what the concept memes and how you can gain from it.

Skills-Based Routing Definition

Skills-based routing or SBR refers to the process of routing incoming calls in an inbound contact centre in a manner that matches the caller’s requirements with the appropriately skilled agent, instead of simply routing to the next agent available.

It is among the most effective call assignment strategies for inbound contact centres, as it increases the chances of getting it right first-time, without the agents struggling to solve the customer query.

In skills-based routing, callers’ requirements are mapped based on their IVR response, purchase history, or language preferences, before sending to a virtual lobby. Here, they are assigned to a queue, sharing with callers with similar requirements. Once an agent with the necessary skill is free, they are connected to the call.

Who Should Opt for Skills-Based Routing?

Skills-based routing is a feature of automatic call distribution (ACD) systems that improves on the traditional availability-based routing mechanism. Even if an agent is available, they won’t be connected to a customer if it is estimated that they aren’t equipped to solve that particular query.

Skills-based routing has several applications. Companies operating in a diverse product landscape might want to route customers based on their purchase type – for instance, a consumer electronics company will have agents specialising in household appliances, smartphones, computing products, wearables, etc., respectively.

Routing based on language skills is among the most popular types of SBR, adopted by banks, global retailers, telcos, or any other provider catering to customers across various demographics.


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