Increasing Customer Satisfaction With Skills-based Routing. Here’s How!

Roland Háry
August 16, 2019
August 16, 2019
4 min read

Ask any call center manager what’s one of the most important KPIs they constantly strive to achieve in the call center, and you can be sure that they’ll tell you: it’s customer satisfaction.

Now ask customers what they find the most annoying when they contact a company’s customer service department, and you can be sure that they’ll tell you: it’s unresolved issues.

Customers reach out to customer service lines with a wide range of issues. But if they can be connected with the right agent for the first time that excels at the service they require, chances are better of achieving a satisfactory result. This is exactly what skills-based routing is for and why you absolutely need to leverage it in the call center.

Read on to find out how skills-based routing will help you reach high levels of customer satisfaction!

What is skills-based routing?

Most call centers offer several services, each of which requires a different skill set. Of course, not all agents are created equal: while some of them might be great at customer service, others might be natural-born salespeople.

And this is where skills-based routing comes in handy. Skills-based routing is a technique used to direct customers to the right agent by routing incoming calls to specific agents based on the service requested.

Calls might be routed based on agents’ availability and skills, the type of customer query and customers’ call history.

Benefits of skills-based routing

Every call center team consists of agents with different skill sets. And by leveraging these different skills and knowledge, you can easily skyrocket your customer satisfaction levels.

Skills-based routing will allow you to utilize your agents’ strengths by assigning them to calls that require their skills and knowledge. In other words, you’ll be able to direct callers with simple issues to less specialized agents, while customers with specific requests to more experienced and skilled agents.

As a result, both average wait times and first call resolution will improve as agents are not only talking to customers but are also efficiently resolving their issues.

For skills-based routing, all you need is reliable software solution that enables you to route your calls to agents with the proper skills and knowledge.

When it comes to routing your calls, the best method is to assign agents to different campaigns based on their skills, a technique that is already available in VCC Live’s solution.

However, in case you work with a smaller workforce, chances are your agents need to handle several types of services, and thus you cannot divide them by campaigns. Luckily, skills-based routing is an efficient method in such cases too.

Let’s look at an example: out of your 50 agents, 25 excel at sales activities, the rest is proficient in complaint handling. Let’s say you experience peak periods when all of your 50 agents need to actively take calls. With VCC Live, you can rank your agents based on their knowledge and customer profiles and route your calls accordingly.

As such, if you suddenly receive an increased number of incoming calls after a TV spot, the calls will be first routed to your 25 agents specialized in sales and after to your remaining agents in case extra help is needed. Similarly, customer complaints will be primarily routed to customer service agents but in case of an unexpected peak time sales agents will also receive incoming calls.

Take away

Skills-based routing is inevitable for any call center that strives to provide superior customer experience. Amongst other things, it reduces average wait time, increases first call resolution and greatly improves customer satisfaction.

Roland Háry
Roland Háry is Customer Success Manager for English and German-speaking clients at VCC Live®, helping organizations overcome their customer experience challenges.
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