CTC Messaging, Leave Message, Multiple Phone Number Control—customers all have their favorite features. For one of my customers, the skills-based routing (SBR) is just what they need. With all of the incoming, outgoing and transfer calls IAT’s SBR “fits like a glove” for their daily activity.
Skills-based Routing is a very powerful tool that provides the best match between your inbound call needs and agents’ skills. It relies on pre-established calling queues to route the calls to the best-suited available agent or group. Meanwhile the predictive dialer automatically adjusts outbound call pacing—using Dynamic Resource Allocation—so it doesn’t over dial. As a result, average hold or wait time is much lower and debtors experience quicker responses. You will also significantly reduce abandon rates and dropped calls and simultaneously increase efficiency and productivity.
Skills-based routing can use the DNIS (dialed number) or information provided by the caller to determine which agent or group is best equipped to handle it. In an SBR system, a call is routed to an agent based upon any available data element, including client, balance, broken promises, and employee skill (e.g. language or experience level).
General criteria can be broken into more specific agent routing queues, too. For instance, you can make a group of Native Spanish speakers and one of Spanish as second language speakers. You can then pre-determine the priority level and calling queue order for each routed call.
In each queue, calls are transferred to agents first by priority level and then by longest in the queue. Priorities for inbound calls are set higher than outbound calls, so they’ll be transferred to an agent first. If a call exceeds the wait times you set for that queue, it’s immediately transferred to the next established queue. In this way, calls are handled by the most qualified agent as quickly as possible. For example, in the Spanish speaking example you can set up the dialer to send the call to an available native Spanish speaker first, but if none is available, after a short time you can have it sent to the group of Spanish as their second language agents.
Skills-Based Routing will also distribute outbound calls made or placed by Predictive Dialing (PD) and Interactive Communications (IC, also known as IVR Messaging) thus providing even greater flexibility over all your calls.
This article was written by Mark