UTILIZE SKILL-BASED ROUTING When customers are connected to call center agents who are skilled in handling their specific concerns, it leads to a more efficient and personalized support experience. The timely and accurate resolution of their issues during the initial call boosts customer satisfaction levels. Customers feel valued and understood when their problems are addressed effectively, positively impacting their overall perception of your organization and the likelihood of recommending your services.
Skills-based routing allows calls to be directed to agents with the most relevant expertise and experience in handling specific types of inquiries or issues. By matching customer calls to contact center agents who possess the necessary skills and knowledge, the chances of resolving the customer’s concern during the initial interaction are greatly increased. With skills-based routing, you reduce the frustration of unnecessary lengthy queues, call transfers or extended hold times and the customer doesn’t have to wait for further transfers or repeat their concerns over and over until a capable agent enters the conversation. This streamlined process minimizes customer frustration and expedites issue resolution to improve FCR rates.
What agent skills or expertise can be evaluated to inform skill-based routing? • Product and service knowledge • Sales conversions • Languages spoken • Technical support abilities (language, processes, components, etc.) • Channel proficiency • Problem-solving skills • Privacy, security, and compliance aptitudes
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