Skills Based Routing for Outbound Contact Centers

Intelligent Routing Based on Agent Skills

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

"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, Chief Revenue Officer, Dvinci

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.

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.

Our Solutions

Multiple Dialing Modes

Two Way Texting

Email

Voice Broadcast

Smart Voicemail Drops

Customizable Dashboards

Local Caller ID

Multi-Campaign Login

Caller ID Reputation Scoring

TCPA Compliance Tools

Robust Lead Management

Follow-the-Sun Dialing

Why Convoso?

Dedicated Product Expert

Our hands-on approach ensures you're getting the most out of the Convoso solution.

Contact Rate

Most customers boost contact rates by at least 30% with Convoso's innovative technology.

3rd Party Integrations

Open API makes it easy to integrate 3rd party apps with our powerful software.

Affordable

Our monthly contracts are designed to help you make money not lose it.

Reliability

Powerful, secure cloud-based solutions with maximized up-time.

Intuitive Automated Software

Streamline workflows and manage leads, reporting, agents, and more in one end-to-end platform.

Request a Demo

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