Advanced Skill Based Routing Design

If it's multi-lingual, multiple technologies or just overall training levels that are challenging your business, using today's skill based routing schemes can dramatically enhance customer service while reducing cost. Our consultants have designed and implemented various skill based routing plans in some of the largest call centers.

The overall success of a skill based routing scheme is in the design. Careful attention to dependencies, skill matrix design and prioritization ensures optimal configurations that solve problems rather than create new ones.

We design sophisticated call routing schemes that guarantee callers reach agents that have the skill(s) matched to handle the call. Routing can then be customized to apply call treatment for the appropriate needs of the customer, including custom on-hold messages focused on this exact customer type.

We then build in the ability to shift resources once the skills of agents change or the overall scheme requires additional skill groups.

In an interaction center, a company could differentiate service by having customer service representatives with less training and experience handle the general customer segments. Those with more training, experience and natural skills would respond to inquiries from the more-profitable clients. @com. has significant experience in just this type of design.