What is Skill-Based Routing?
Skill-based Routing is a feature available within your cloud telephony or contact center solution. It creates a logic that routes calls to an agent/group of agents based on the caller’s requirements. Each group of agents is called a skill. A caller is routed to a skill using either:
- An IVR selection : The caller can selects which “skill” to connect with using DTMF or voice inputs on your IVR.
- Voice Bots : Conversational IVR or AI Voice Bot can direct your caller to the right skill.
- Or Automated routing :Or a CTI integration can automatically divert your caller based on their customer/ticket history.
This form of routing is also known as hunting agents or department based routing.
How to create various Skills?
To enable skill based routing, the first thing you need to do is define skill groups within your contact center software. You define these based on the skills, capabilities or duties of your agents/sales representatives.
- Each skill group can contain one or many agents.
- One agent can be part of multiple skill groups.
- Agents can be placed in a skill group irrespective of their actual location. That is, Remote workers can be added to a skill group irrespective of where they actually make/receive the calls.
Here are some suggestions for how to divide your customer support agents or sales representatives into skills:
- Language-based skills: Divide your agents into skills based on their language fluency: English, German, Spanish, Hindi, Arabic, Tamil etc.
- Experience-based skills: Experienced, senior agents have better AHTs, and FCRs. They know how to resolve problems and wrap calls faster. They need less supervision and training. A CRM Integration can direct your high value customers and regulars to these agents using skill based routing.
- Knowledge-based skills :You can divide agents into skills groups based on their product knowledge. For example, an insurance company may have various products. Agents specialising in house insurance can be placed in a separate skill while agents specialising in life insurance can be in a separate skills.
- Expertise based skills : Most often, agents are divided into “skill groups” based on their skills and duties. For example, sales and support are two different skills. But you can also put agents who are adept at handling escalations into