Skills-Based Routing – Benefits, Best Practices, & How to Set Up

hey everyone this is Nate from get void
and today we're introducing you to
skills-based routing let's get right to
it
these routing is a call distribution
strategy that directs inbound queries to
the agent or group of Agents with the
skills best suited to meet the caller's
particular needs it applies to void
calls SMS texts chat messages and emails
everout's incoming calls to available
agents based on skill level rather than
other factors like idle time shortest
queue or preset sequence skills-based
routing works by the phone system's
automatic call distribution or ACV
technology analyzing the inbound calls
details and needs then routing it to an
agent with the best matching skill set
ecd gathers call details and context
through multiple steps first
self-service ivr ascertains the call
reason then the CRM system describes
purchase history and customer Journey
call tracking provides details like the
phone number and location and the
customer's profile shares insights like
language preferences
Additionally the ACD system utilizes
preset call routing rules such as
business hours caller location and agent
availability for fast and effective call
assignment to configure skills-based
routing rules in the context Center
settings administrators select skills to
create agent skill types and indicate
the communication channels menus cues
and call centers where these skills
apply
next administrators set each skills
priority value so the ACD knows which
skills prioritize when a query is
multiple
administrators then evaluate and score
each agent 1 to 100 on their proficiency
for each skill
when the ACD receives an inbound call
message or email it undergoes the
following process
first it'll determine call needs and
context
second it'll check agent availability
and skill levels
third it'll route the call to the agent
with the highest scores for the highest
priority skills skills-based routing
distributes calls based on agent skill
rather than other ACD routing rules such
as agent idle time business schedules
preset orders or customer relationships
and interaction history
skills-based routing ensures that agents
receive tickets regarding the issues and
topics most in line with their expertise
and experience this not only leads to
more effective agents but happier and
more confident ones agents can better
resolve queries when the Call's topic
language and needs reflect their
Specialties knowledge and familiarity a
higher agent success rate feels greater
agent productivity confidence and
satisfaction
customers feel reassured when they
believe their agent has the knowledge
and abilities to serve them this is true
both in Customer Support when customers
want an agent with proper tools and
know-how and in sales when customers
expect an agent to know the product
offerings well enough to give them the
best deal with the skills-based routing
strategy not every call center agent
needs to have expertise on all topics
agents can utilize the channels
languages and topics they already know
well or have experience with
skills-based routing utilizes ACD and
ivr automation to Route calls to the
right agent immediately increasing the
first call resolution rate and meeting
service level agreements or slas more
often a skills-based distribution rule
reduces the chances of routing to a
poorly qualified agent who would then
have to Route the call to someone more
specialized the following practices will
help ensure that your skills-based
routing system functions optimally first
use customer data to determine which
skills to evaluate use your CRM data ivr
records call logs and customer profiles
to determine which skills to feature for
routing and agent scoring be sure to
look for frequently recurring metric
results product pages clicked channels
utilized call reasons products requiring
support ivr menu questions or languages
spoken use these recurring needs to
determine the most important categories
for agent skills number two consider
skills by category when setting up
skills-based routing many phone systems
will prompt you to First enter skill
categories before entering specific
skills for example language spoken and
channels are skill categories while
Spanish and SMS are specific agent
abilities this distinction helps your
intelligent routing system evaluate
multiple agent skills concurrently
improving matching Effectiveness and
preventing random assignment when two
agents score a tie for a given skill
number three match agent Staffing with
skill demand
is you decide which skills to use as
routing criteria notice each skill's
popularity and activity demands
naturally depending on your customer
base some skills channels used language
is spoken Prague knowledge will generate
more demand than others the most
demanded skills for example the most
commonly spoken customer language should
have the highest number of proficient
agents number four minor key analytics
to track the effectiveness of your
omnichannel routing strategy and make
necessary adjustments Monitor kpis and
analytics like average queue length
customer wait time ticket handling time
and customer satisfaction score
Mark starting points before implementing
skills-based routing and then indicate
kpi goals over time if you're not seeing
Improvement look more deeply into these
metrics to determine bottlenecks or
instances of sub-optimal routing if you
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till next time this is Nate from get
VoIP
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