Skills Based Routing for
Outbound Contact Centers

Skills Based Routing for
Outbound Contact Centers

Skills Based Routing for
Outbound Contact Centers

Intelligent routing for call centers

Skills-based routing is an outbound call routing tool that helps match leads or calls with the most qualified agent to handle each interaction. Call centers define agent skills, such as proficiency in a specific language or knowledge of a product. Leads or calls are then strategically routed based on information that is known from a CRM record.

In many cases, call centers also assign skill levels to help prioritize which agents should receive different types of leads or calls first.

Define agent skills

Assign skill levels

Match leads or calls with agents

Intelligent Routing Based on Agent Skills

Define agent skills

Assign skill levels

Match leads or calls with agents

Skills-based routing is an outbound call routing tool that helps match leads or calls with the most qualified agent to handle each interaction. Call centers define agent skills, such as proficiency in a specific language or knowledge of a product. Leads or calls are then strategically routed
based on information that is known from a CRM record.

In many cases, call centers also assign skill levels to help prioritize which agents should receive different types of leads or calls first.

“What I’ve learned over the years, is that with the right technology you can do zip filtering, state filtering, territory filtering. There are all these different ways in which I can manipulate my data within the system by using skills based routing filters. I can filter my data and just dial that for a while to get the end result that I want. So long gone are those days when you upload a 100,000 list and just dial through through the list. Now with skills based routing filters, especially when used with dynamic scripting, you can get really niche and really granular.”

Heather Griffin

Co-CEO & President, Colossus

Adhere to local regulations

State-specific certifications

State-specific training

Skills based routing and compliance

In many industries, call center agents need licenses to sell certain products or services. Outbound call routing strategies in these industries require skills based routing to ensure each lead or call is matched with an agent that is legally certified to handle the interaction.

For example, agents in a call center selling insurance products will likely be licensed in several states, and can only sell to residents of those states.

Skills Based Routing and Compliance

Adhere to local regulations

State-specific certifications

State-specific training

In many industries, call center agents need licenses to sell certain products or services. Outbound call routing strategies in these industries require skills based routing to ensure each lead or call is matched with an agent that is legally certified to handle the interaction.

For example, agents in a call center selling insurance products will likely be licensed in several states, and can only sell to residents of those states.

Outbound call routing with Convoso

Convoso allows outbound call centers to employ intelligent routing strategies based on agent skills and skill levels. This allows call centers to consider local licenses as well as the likelihood that each individual agent will be able to close a sale based on the type of lead or call routed to them.

Many Convoso customers have also improved their conversion rates by routing high-quality leads to their best agents and routing lower-quality leads to agents in training.

Powerful and Easy To Use

Our cloud-based software gives you the most advanced dialer solution for sales and lead generation teams. With an intuitive interface and award winning customer support, it’s easy to get agents onboarded and working productively.
Find out how you can
dramatically boost ROI
for your company.

Powerful and
Easy-To-Use

Our cloud-based software gives you the most advanced dialer solution for sales and lead generation teams. With an intuitive interface and award winning customer support, it’s easy to get agents onboarded and working productively.
Find out how you can
dramatically boost ROI
for your company.

Powerful and
Easy-To-Use

Our cloud-based software gives you the most advanced dialer solution for sales and lead generation teams. With an intuitive interface and award winning customer support, it’s easy to get agents onboarded and working productively.
Find out how you can dramatically
boost ROI for your company.

Why Convoso?

White Glove Customer Care

Award winning support team to get the most out of the Convoso solution

More Connections

Boost contact rates by up to 3x through innovative technology

Avoiding Spam Likely

Fully manage caller ID reputation with a comprehensive set of tools and services

Profitability

Make more money with fewer leads

Reliability

Powerful and secure cloud-based solutions with maximized up-time

Powerful Reporting

Drive better outcomes and improve efficiency with real time and historical analytics

Why Convoso?

White Glove Customer Care

Award winning support team to get the most out of the
Convoso solution.

More Connections

Boost contact rates by up to 3x through innovative technology

Avoiding spam likely

Fully manage caller ID reputation with a comprehensive set of
tools and services.

Profitability

Make more money with fewer leads

Reliability

Powerful and secure cloud-based solutions with
maximized up-time

Powerful reporting

Drive better outcomes and improve efficiency with real time and historical analytics.

Why Convoso?

White Glove Customer Care

Award winning support team to get the most out of the
Convoso solution.

More Connections

Boost contact rates by up to 3x through innovative technology

Avoiding spam likely

Fully manage caller ID reputation with a comprehensive set of
tools and services.

Profitability

Make more money with fewer leads

Reliability

Powerful and secure cloud-based solutions with
maximized up-time

Powerful reporting

Drive better outcomes and improve efficiency with real time
and historical analytics.

Our Solutions

Our Solutions

Our Solutions

Learn how you can maximize both compliance and productivity in your call center.

Want more profit from your dialer?
See how with a live demo
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Have more questions?

Learn more about Convoso and our industry-leading contact center platform today.

Sign up for a demo of our product today, or call us for more information at: 1 (888) 512-2143

chat bubble-purple

Have more questions?

Learn more about Convoso and our industry-leading contact center platform today.

Sign up for a demo of our product today, or call us for more information at: 1 (888) 512-2143

chat bubble-purple

Have more questions?

Learn more about Convoso and our
industry-leading contact center platform today.

Sign up for a demo of our product today, or call us for more information at: 1 (888) 512-2143