Skill-Based Routing

What is Skill-Based Routing?

Skill-Based Routing is a customer support strategy where you automatically route calls to call center agents with the most relevant skills and experience. As such, customers don’t have to speak to agents who can’t solve their problems. In turn, skill-based routing allows you to handle customer issues and complaints more effectively and efficiently. 

Why should you use skill-based routing?

Nowadays, in a competitive market filled with similar products, your customer service could be what sets you apart from your competition. And here, skill-based routing is an invaluable tool that can help you solve your customers’ problems and issues quicker and more effectively, serve them better, and improve the customer experience. 

How do you set up skill-based routing?

The process to set up skill-based routing differs from platform to platform, but generally, you’ll need to set it up in your call routing settings. Here, you’ll need to set up rules that determine where customer calls are routed based on the information customers provide, typically through an IVR. 

What are the benefits of skill-based routing?

While the major benefit of skill-based routing is that it’s effective at improving your customer service, it also has several other benefits. These benefits include improving your first call resolution metrics, lowering average handle time, improving engagement with your customers, enhancing agent productivity and efficiency, and making managing your call center simpler. 

Table of Contents
Related Terms

Virtual PBX

Find out more about the Virtual PBX service provider, how the service works, and the benefits of using this particular cloud-based telephony service.

Read More

Cloud PBX

Discover what Cloud PBX is, how it works, as well as all the key benefits and drawbacks of this business telephone system.

Read More

Virtual Phone System

Find out what a virtual phone system is, how it works, the different types of VPS, and the benefits of using a virtual phone system within your enterprise.

Read More

Cloud Telephony

Learn more about cloud telephony, what it is, how it works, whether it has a future in the market and the main benefits of this telecommunication service.

Read More

Partner Request

“We have being using Ultatel for a little over a year now. The phone service and system have allowed us to increase our overall productivity by direct calls to the right person up front. Also voice mail message go directly to our email inbox. It save a lot of time when you on on the road. Also, the after hours messaging is more professional. We we need to make changes to our directory or add more phone extension the Customer Service Team is very responsive. I recommend Ultatel all the time.”

Palumbo Insurance Associates

Tony Palumbo
President, Palumbo Insurance Associates

Talk to an Expert​

“We have being using Ultatel for a little over a year now. The phone service and system have allowed us to increase our overall productivity by direct calls to the right person up front. Also voice mail message go directly to our email inbox. It save a lot of time when you on on the road. Also, the after hours messaging is more professional. We we need to make changes to our directory or add more phone extension the Customer Service Team is very responsive. I recommend Ultatel all the time.”

Palumbo Insurance Associates

Tony Palumbo
President, Palumbo Insurance Associates

Request Your Demo

“We have being using Ultatel for a little over a year now. The phone service and system have allowed us to increase our overall productivity by direct calls to the right person up front. Also voice mail message go directly to our email inbox. It save a lot of time when you on on the road. Also, the after hours messaging is more professional. We we need to make changes to our directory or add more phone extension the Customer Service Team is very responsive. I recommend Ultatel all the time.”

Palumbo Insurance Associates

Tony Palumbo
President, Palumbo Insurance Associates

Request Your Quote

“Ultatel’s level of expertise and support made this project 100% seamless, and they continue to provide outstanding service to our organization, all of us at TLC could not be happier! Thanks Ultatel for helping us stay productive!”​
The Land Conservancy of New Jersey​

Robert J Santee​
IT/Project Manager
The Land Conservancy of New Jersey​

Start Your New Free Trial

“Our company, La Finestra LC, just switched to ULTATEL, ​
the entire experience was great, the transition was seamless.
They have a great knowledgeable team. Thank you.”​ ​
La Finestra LC

Gabriela Lecaro
Controller, La Finestra LC