Skills-Based Routing (SBR) is a call assignment strategy used in call centers to manage incoming calls. The system assigns calls to the most suitable agent based on their specific skills and knowledge. It is a technique that optimizes the match between the requirements of the caller and the abilities of the call center agent.
SBR is mainly used in customer service centers where calls are numerous and diverse. It can also be used in sales, technical support, or any other area where different levels of expertise are needed. The system uses predefined criteria to evaluate the skills of each agent. These criteria can include language proficiency, product knowledge, problem-solving ability, and experience level.
The main purpose of SBR is to improve customer satisfaction by connecting callers with the most qualified agent to handle their specific needs.
SBR works by assigning incoming calls to agents based on their skill sets. The system evaluates the requirements of the call and matches it with the most suitable agent available.
Various customer relationship management (CRM) and call center software offer SBR functionality. Examples include Avaya, Cisco, and Genesys.
SBR provides numerous benefits. It improves customer satisfaction, reduces call handling time, increases first call resolution rates, and enhances agent productivity.
In conclusion, SBR is a vital tool in the modern call center. It ensures that customers are connected with the most qualified agent, leading to improved customer satisfaction and operational efficiency.