Bolder Thinking

Keep Customers with Skill Based Routing

Provide the Best Customer Experience


Columbus, OH -- (ReleaseWire) -- 01/27/2015 --As call center technology grows in abilities, more call centers are adopting skill based routing, and for good cause. Through skill based routing, call centers can optimize operations by directing traffic towards the best equipped agent, rather than simply the first available one. In essence, this call assignment strategy is designed to improve the customer experience by directing them immediately to the most suitable agent based on the customer's inquiry.

Why Should Call Centers Adopt Skill Based Routing?

To Decrease Call Handling Times and to Increase First Call Resolutions

As companies and their call centers expand, agents must deal with a variety of call types and customer inquiries. By immediately connecting a customer to a qualified agent, the need to transfer customers or place them on hold drastically decreases. One of the top reasons companies lose a customer is due to customer service failing to solve a problem in a timely manner. By cutting to the chase and getting to the best equipped agent, first call resolutions increase. Skill based routing can certainly improve the amount of customers getting immediate resolutions.

To Increase Agent Productivity

When call centers simply route to the first available agent, whether or not they are knowledgeable to deal with the customer issue, often times they get stuck in a vicious cycle of transfers and holds. By routing accordingly, agents will be able to optimize their time and increase productivity by answering and resolving more calls, rather than waiting around while customers get frustrated on hold.

To Increase Customer Satisfaction

When a customer has their issue resolved on the first try by the first agent they speak to, they are happy about it! No one likes being placed on hold or repeatedly transferred, so making the customer experience a good one is vital. Customers want to speak with an agent rather quickly, but even more important, they want to speak with an agent that is knowledgeable and able to effectively answer their inquiry. What is the point of calling customer service if they can't answer your question?

To Increase Revenue

By all these areas being optimized and operations improving, revenue goes up. Not only are customers staying, but they will continue business with a company that provides a superior customer experience.