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What is meant by skills-based routing?

Skills-based routing refers to a call-assignment strategy used in call centers to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. It can be considered as an advancement to the ACD systems found in most call centers. Call centers these days have become larger and have to deal with a wider variety of call types. Skills-based routing comes as a perfect solution to this problem. A successful skills-based routing strategy enables you to increase agent productivity by allowing agents to draw on their personal knowledge and experience base to answer questions faster. this further reduces call-handling time, increases the likelihood of first-call resolution and increases customer confidence and satisfaction.

Skill based routing
Skill based routing

 

A simple automatic call distributor (ACD) system might do nothing more than route calls to the next available agent irrespective of that agent’s expertise and skills. On the other hand, skills-based routing allows contact centers to designate agents as specialists in certain products or issues. Basically, skills-based routing is used to assess the skills needed for a particular call by the dialed telephone number and the calling number or caller’s identity, as well as choices made in any associated IVR system. Thereafter, this highly efficacious system attempts to match the call to a suitably trained agent. The basic idea behind the functioning of skills-based routing is that an agent with matching skills will be able to provide a better service and enhance the customer experience.

Enhanced customer service
Enhanced customer service

According to manufacturers skills- based routing provides the following benefits:

i) it improves customer service

ii) shortens call-handling time

iii) makes training shorter and easier

iv) increases agent utilization,

v) boosts productivity

vi) increases revenue growth

 

Thus, skills-based routing has become a major selling point, over the simpler ACD that it replaces efficaciously!

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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Benefits of automatic call distribution (ACD): II

1. Shorter response time:

One of the most important benefits of ACD is short response time. This call distribution system is highly capable of identifying VIP callers who have a reputation of high-ticket transactions. Since, the ACD system filters the calls on predefined criteria, these calls get answered more readily by the agents and in cases of non- availability of agents, VIP calls are placed first in the queue. In addition to all these benefits, a caller can also opt for a call back instead of waiting in the queue that further improves call handling.

Shorter response time
Shorter response time

2. Cost reduction and resource optimization:

In ACD, the call is transferred to the most appropriate agents such that the customer can get his query resolved without transferring him to other agents or departments. This reduces the time taken to answer a call and hence reduces cost-per-call of the call center. It enables the agents to use their expertise in solving the problems of a caller rather than indulging in activities that are outside their scope. ACD acquires usage data which enables the managers to assess KPIs and optimize resources more efficiently.

Reduced costs
Reduced costs

3. Enhanced customer contentment:

Callers hate it when their call is transferred to a number of agents with none of them having the solution to his/her problem. As a solution to this problem, ACD provides an option to receive an agent call back. This facility reduces their pain of waiting in the queue. For this purpose, pre-built messages are sent to callers with estimated wait times based on the length of the queue and agent availability. Moreover, automatic call distribution system aids in delivering highly responsive customer service that channels each contact to the right queue and agent resource and creates  better business outcomes. This further leads to increased customer contentment.

Customer satisfaction
Customer satisfaction

 

 

 

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Benefits of automatic call distribution (ACD): I

So far we have discussed about automatic call distribution system, its features and its integration with the IVR technology. Apart from its mind blowing features ACD offers a number of benefits that are extremely useful in increasing the efficacy of any organization. Let’s take a look at some of those benefits:

1. Deeper understanding of customers’ needs:

Automatic call distribution system is highly efficient. However, upon integration with CRM and other communication platforms such as social media and live chat, it allows the agents to have a smarter conversation with the customer by understanding their needs thoroughly. ACD enables the entire team to view all the past communications and history of the customer on a single interface which is easy to update. This further enables call conferencing and transferring to different departments with customer’s data on their tips.

Better understanding of customers' needs
Better understanding of customers’ needs

2. Impeccable call routing:

Automatic call distribution system follows an algorithmic approach that analyzes vital caller statistics such as caller ID, area code and IVR specifications to assign the call to the most appropriate agent. This enables the contact center agents to reduce the possibility of errors, call drops and call transfer to wrong agents. Thus ACD provides an impeccable call routing or skill specific routing which improves the efficiency of the entire system to a great extent.

Call routing
Call routing

3. Improved agent efficacy:

When ACD is employed, agents are directed to handle calls  for which they are trained. Since they have expertise and the required subject knowledge to handle a customer this increases their confidence in dealing with a call and also improves their productivity. Moreover ACD provides them access to the caller’s information before answering the call, which results in a meaningful discussion. This further leads to customer satisfaction, strengthens customer relationships and increases loyalty to a large extent.

Improved agent efficacy
Improved agent efficacy

 

 

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Capabilities of automatic call distribution system

Automatic call distribution refers to the process of routing incoming calls to the most suitable agent who can answer the caller’s need appropriately. Moreover, it comes pre-integrated with a Computer telephony integration technology and an IVR that provides the options of self-service and helps in reaching the appropriate department directly. ACD is a highly capable technology. Some of its capabilities include:

1. Skill-Based Routing :

Skill based routing means that incoming calls can be routed to the specific agent or department based on pre-determined criteria. In other words, the call is routed to an agent with appropriate skill-set and who can address the customer’s needs properly and efficaciously.

Skill based routing
Skill based routing

2. Quick responses to VIP Callers:

Some of the callers are regarded as high value callers based on pre-determined info. With the help of ACD, such callers are immediately routed to the most appropriate agent. In cases of non- availability of agents, they are placed first in the waiting queue.

Immediate responses to high value customers
Immediate responses to high value customers

3. Meaningful and valuable conversations with the customers:

CTI stands for computer telephony integration. Upon integration with CTI and skill-based routing, ACD allows agents to view the customer’s information such as past communications history, before they answer the call. This results in a very meaningful conversation with the customer.

CTI technology
CTI technology

4. Route calls to agents at different locations:

ACD has a provision for connecting agents at multiple locations. In other words, it can easily route calls to agents sitting at remote locations. Therefore, all the agents working in different geographies can function as a single team.

Connecting agents at multiple locations
Connecting agents at multiple locations

5. Call-back Feature:

With ACD, callers can opt for call back instead of waiting in a queue. Due to this facility, the callers do not have to wait and as soon as an agent is available, he calls back immediately.

Call back service
Call back service

6. Upgrade agent coaching processes:

Call center managers can go for call monitoring, whispering and call barging with the aid of automatic call distribution system. This can help in upgrading agents’ skills by leveraging the call monitoring facility.

Utilizing call monitoring to coach agents
Utilizing call monitoring to coach agents

 

 

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ACD and its integration with IVR technology

As discussed earlier, IVR is a technology that allows users to obtain information from a phone system without the assistance of an operator. On the other hand, ACD technology automatically routes calls to phone agents based upon organizational rules.

IVR
IVR

ACD stands for automatic call distributor or automated call distribution system. It is a device or system that distributes incoming calls to a specific group of terminals or agents based on the customer’s selection, customer’s telephone number, selected incoming line to the system, or time of day the call was processed. In most cases it is a part of a computer telephony integration (CTI) system.

ACD
ACD

ACD system is meant for routing incoming calls which employs a routing strategy that determines how the calls are handled inside a system. This strategy is a rule-based set of instructions based on an algorithm that determines the best available employee or employees to respond to a given incoming call. Additional data are solicited and reviewed to find out the customers’ requirements and help make a match accordingly.

Routing incoming calls
Routing incoming calls

Integration of ACD and IVR technology:

After IVR and call distribution integration the system works as follows:

i) ACD system uses the DNIS (Dialed Number) to check the necessary rules for processing a call on the number as soon as it receives a call.

ii) Further an associated IVR program is invoked by the ACD.

iii) The IVR client process then invokes a server process on the application server and starts a two-way communication with the respective IVR Server.

iv) An IVR program controls the flow of the IVR script by prompting the caller and requesting key input or directing the caller to another ACD call routing path, extension, or voice mail.

v) The respective IVR program can perform customer information lookup, transaction processing or initiate outbound calls and prompt the called individual with the same messages and accept phone key input from this individual as well. Hence, the caller and called individual can be connected.

An example of ACD and IVR integration
An example of ACD and IVR integration