Skills-Based Routing – A must have for today’s Contact Center

As someone who talks "contact centers" everyday, I get the opportunity to talk to some great minds in the business – customers, analysts, consultants and an occasional bright sales person. šŸ˜‰ Through these conversations, IĀ can often be found discussing the latest and greatest technologies and hype surrounding the contact center always looking for ways to make them better.

But after a recent conversation, I found myself focusing not on the latest and greatest advancements in the contact center, but on something that has been around for well over a decade – skills-based routing.

If you are looking for ways to save money and increase customer retention through your contact center, start with skills-based routing. There might possibly be no better project that you can implement that will have such a dramatic impact in your contact center. Simply put, skills-based routing:

  • Decreases agent talk time. Because customers are talking to the best-skilled agent for their problem, they spend less time discussing things that are not relevant.
  • Decreases hold times. Because agents spend less time on the phone, the wait times are lessened.
  • Decreases costs. Less talk time means less per-minute charges from your carrier.
  • Increases first-call resolution rates. Always a big hitter in driving customer satisfaction.
  • Increases the number of interactions handled by your contact center. The faster the problems are resolved the more interactions that can be handled.
  • Increases revenue opportunities. When customers are getting their problems resolved faster, they are more susceptible to cross-sell and up-sell opportunities.
  • IncreasesĀ customer retention.

With all of these advantages, you can certainly see why it is one of the simplest things you can implement within your contact center and have it make such a tremendous impact.

Now, there are a few things you need to know in order to successfully implement skills-based routing as it involves your agents, supervisors, customers and possibly your IT staff if they are the ones managing the technology.

In my next blog later this week, I’ll give you some tips on how to deploy skills-based routing in your contact center.

Until then…

Tim Passios