Skills based routing
Skills-based routing is like when you and your friends want to play a game of basketball, but not everyone is good at basketball. Your friend Billy might be really good at shooting, and your friend Sally might be really good at dribbling. So, when you form teams, you want to make sure that Billy is on one team and Sally is on the other team.
In a call center, skills-based routing means that when people call in with a problem, the call center tries to connect the customer with the agent who is best equipped to help with that specific problem. Just like in basketball, different agents might have different skills. One agent might be really good at helping people with computer problems, while another agent might be really good at handling customer complaints.
By routing calls to the right agent with the most relevant skills , the call center can make sure that every customer gets the best possible help, just like making sure the best players are on the right teams for basketball. Skills-based routing can make people happy because they can get their problems fixed quickly and efficiently.
In a call center, skills-based routing means that when people call in with a problem, the call center tries to connect the customer with the agent who is best equipped to help with that specific problem. Just like in basketball, different agents might have different skills. One agent might be really good at helping people with computer problems, while another agent might be really good at handling customer complaints.
By routing calls to the right agent with the most relevant skills , the call center can make sure that every customer gets the best possible help, just like making sure the best players are on the right teams for basketball. Skills-based routing can make people happy because they can get their problems fixed quickly and efficiently.