Although there are many contenders for modern call center solutions, skill-based call forwarding must be one of the key solutions. With the help of skill-based call forwarding, the future of call forwarding is here.
Skill-based routing is a feature of a cloud phone that analyzes customer data when a call arrives and automatically directs the caller to the agent with the best skills to resolve the issue.
This feature prevents unnecessary call transfer between agents and improves customer satisfaction.
The scenario for skills-based routing is quite different. After the customer calls, the IVR (Interactive Voice Response) system determines the caller’s requirements based on voice or keypad inputs. Then the call is directed to the most appropriate agent.
Skill-based routing is a comprehensive intelligent call forwarding system. It identifies the skills required by the customer and matches them to the agent who has those skills. Of course, agents can have a variety of skills and be trained in a number of areas. This information can be entered into customer relationship management (CRM) and IVR systems for efficient routing.
Although call center analysis helps you predict the volume of calls to some extent, there are times, such as during the holidays, when the call center is congested and callers have to wait before they are called.
In this situation, the Automatic Call Distribution (ACD) route calls are answered at the earliest. The priority for call centers is always to answer calls as quickly as possible.
The most basic call forwarding system is queuing. In this system, the caller hears a version of this message: “All our leaders are busy now. Your call will be answered shortly. Thank you for your patience. “
Basically, your call queue is behind the customers who called the call center before you. In queue-based routing, customer calls are queued one after the other. It can be based on language preferences or desired service, and so on. But in essence, calls are only queued.
Skill-based routing also assesses the skills needed to handle a particular call and sends the call to an agent who has the right skills and can answer the call. With skill-based routing, you can configure various parameters to direct the customer to the best possible agent.
The ACD system uses the power of automation to provide the caller with quick service support without regard to agent skills. In the case of ACD, there is always the possibility that the agent will not be able to resolve the request and the call will have to be routed to a more suitable agent, which will lead to a longer waiting time.
ACD has its own typical call distribution rules, such as caller ID, call traffic, and so on. Technology is really at the heart of call center operations. It works in parallel with the cloud phone system and IVR to route calls correctly.
Skill-based routing, which takes into account customer requirements and the skills of available agents, can be expected for a while, but the problem is likely to be resolved after the call is initiated.
Skill-based routing is essentially a more advanced version of ACD.
The pros and cons of different call forwarding systems should be considered when purchasing call forwarding systems from a call center.
With skill-based routing, the customer doesn’t have to figure out who would be the best agent or department to talk to. The IVR system does this for the client.
A good skill-based routing system can direct a call to the best possible agent. If you offer multi-channel support, this may not be limited to calling representatives. In fact, you are using a larger pool of talent. This avoids repeated transfers and improves the customer experience.
Here you may ask: does skill-based routing really change that much?
Here are some ways in which it is hugely useful:
Like all modern call center solutions, skill-based routing is evolving rapidly to be ready for the future. Newer call forwarding techniques, such as intelligent routing and contextual routing, are emerging at the forefront of innovation as a direct successor to skill-based routing.
Contextual routing uses the information available to the call center to route calls in an appropriate manner. The caller may have a simple query, but long negative feedback, for example. In this case, it directs the call to a more experienced agent.
Intelligent routing uses the power of artificial intelligence to direct callers and offers many benefits. It provides real-time customer information to support agents, improving the quality of follow-up conversations.
Businesses can further personalize their customer experience by integrating skills-based routing with their CRM. In this way, customers are not only referred to the most suitable agents, but also representatives have direct access to customer profiles, including the history of previous communications.