Skills Based Routing Explained

Is ACD (Automatic Call Distribution) Queuing the most optimal call distribution policy for a Hosted SIP PBX solution? Is there an alternative solution which can enhance the overall performance of a contact center by leveraging the skills of agents? The answer to above questions is Skills Based Routing.

Limitations of ACD Queuing

The biggest limitation of ACD Queuing/ Call Routing policy is that it’s static and does not adapt to any changes on-the-fly. It aligns contact center agents with queues and the queues are distributed equally amongst agents that are tied to those queues. No intelligence, no dynamism whatsoever!

It is virtually impossible to reassign agents on the fly and this often leads to inefficient usage of agent resources. You may have hired the agents with best skills but if their skills are not used optimally, they add little value to your business.

What’s worse, the complexity associated with ACD call routing increases exponentially as new types of calls are added.

What is Skills Based Routing?

As the name itself suggests, Skills Based Routing is a call routing policy that leverages the skills of your contact center agents. Agents are no longer statically tied to queues. Instead, they answer calls based on their skill set and abilities.

Your most skilled agent handles high-profile customer calls while low-priority calls are answered by other agents. Most Hosted SIP solutions let you define the skill set based on which agents should be assigned to specific callers.

Priority + Skills Based Routing

Many Hosted SIP solutions even allow you to define priorities within a skill set. Each agent is assigned a specific priority within a skill set and the highest priority agent (if available) answers the calls.

Benefits

Better Call Resolution – Since the most important or most technical calls are handled by most skilled agents, it leads to much better call resolution as compared to ACD routing. Managers get a clear picture of call handling on a daily basis and this helps them plan better for future agent requirements.

Faster Call Processing – Skills Based Routing supports dynamic call routing and therefore it leads to faster hand-offs and lower call processing time. Shorter call durations in turn lead to an increase in the number of calls answered by your most skilled agents, there by offering great benefits to your organization.

Reduced Training Needs – Since calls are routed based on skills and priorities, it helps reduce the training time for new agents. They can start by answering non-critical calls and once they’ve gained the required expertise, they can be moved to a higher priority amongst the pool of agents with same skill set.

Higher Overall Productivity – Skills Based Routing offers much higher agent productivity as compared to ACD routing. Most capable agents are utilized efficiently and there by increase overall productivity of the organization. Since calls are handled more efficiently, it leads to stronger customer relationships and increased revenues for an organization.

Lesser Abandoned Calls – Since calls are processed quickly, lesser calls are abandoned/ unanswered. Further, since the calls are answered by skilled agents, it leads to higher customer satisfaction.

Better Incentives Programs and Improved Agent Morale – Since agents are recognized for their skills, it boosts their work morale and leads to a sense of achievement. It also encourages other agents to step up their performance. As an organization, it facilitates introducing better incentive programs which reward agents based on their skill set, expertise and track record.

Wrap-Up

The days of traditional ACD Routing are practically over. Skills Based Routing is a refreshing change which overcomes the numerous limitations of ACD Routing and helps improve the overall efficiency of an organization.

If you’ve got the skills, use them and that’s precisely what Skills Based Routing does for you!