What is routing based on skills?

In connection with the Call Center, the routing based on skills (SBR) is a way to allow incoming calls from customers to address agents inside a call center who can solve the problem with the first call. This is done using an automated system to find out what the customer needs, and then finding an available agent who has the right call skill. This avoids the need to convert customers manually from the queue to the queue, shorten the total time of the call and keep customers happy. It also allows the business to monitor how many customers are calling and for what purpose. Agents can have their skills set to different values, indicating what types of calls the agent can and cannot handle. This setting of skills can also have multiple values, which shows the expertise of the worker in solving this type of call. The value can also indicate the priority with which agobes this type of call, never always to the first. When calls go through an automated system that capturesThe reason for the call is placed on the appropriate queue. Once an agent with corresponding skills is available, the call is directed to that person.

for the Call Center has the advantage of shortening the time the customer is on the phone, as well as a reduction in the number of transactions it needs to solve the call. The transaction is how many times the call is processed by different agents. The customer who is transferred three times took three times for resource processing. Through routing based on skills, many calls can be resolved by contact with only one agent and release other agents to accept more calls that could wait in the TON front.

Customers have a more transparent experience. On the first contact with a call center using routing based on skills, the customer is introduced to the interactive voice reaction system (IVR). IVR asks the customer for a reason for calling and accepts input. This is what determines, atWhich queue will eventually be converted. For customers, this means that they have to deal with only one call center agent, which is likely to be able to solve the problem and avoid the need for multiple gears.