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. 

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