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  • Skill-Based Routing

    By CrysTelCall On CrysTelCalling Comments February 18, 2014

    Skill-Based Routing

    Has it ever struck you halfway through a call with a customer service agent that s/he has no idea what you're talking about? Well, unfortunately you're not the only victim of call center incompetency. 


    As call centers expand and become exposed to wider varieties of call types and inquiries, a move towards the improvement of customer handling became a must. This improvement came in the form of an enhancement to the Automatic Call Distributor (ACD) systems, where a new routing technology called Skill-Based Routing (SBR) was able to direct calls and all forms of customer interaction (emails, web chats and voicemail messages) to an appropriate agent, based on his/her set of skills and training, rather than availability; hence "skill-based".


    This new call-assignment technology promises an increase in customer satisfaction and agent productivity in a number of ways, as it:

    • Connects customers with agents that speak their same language.
    • Shortens handling time.
    • Increases query resolution.
    • Makes agent training shorter and easier.
    • Prioritizes VIP calls and routes them to more experienced agents.


    Skill-based routing filters and directs calls to the appropriate agent; either by identifying the caller's identity or number or by choices the customer has made using an IVR system.


    Do you think SBR should be a prerequisite in all contact centers? Let us know where you stand in the comments section below.