Skills-based routing (SBR) is a call assignment strategy utilized by many call centers. Rather than assign calls to the next available agent, SBR assigns calls to the most suitable agent.
Skills-based routing is an enhancement to Automatic Call Distribution (ACD) systems and is often used in conjunction with Interactive Voice Response (IVR) systems in order to better achieve first call resolution and customer satisfaction.
With SBR, the skills needed for a particular call resolution can be determined by the inbound number dialed, caller identification/caller ID or through the choices made by the caller using the IVR. Based on these factors, the SBR system routes the call to the correct knowledge group(s) of appropriately trained agents.
Knowledge groups can be set up such that agents can be in more than one group and can answer more than one type of customer query. DOW Networks call center solutions provide the flexibility in scripting and queuing that allows customers to most fully utilize skills-based routing.
