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.
Heather Griffin
Co-CEO & President, Colossus
Learn how you can maximize both compliance and productivity in your call center.
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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
Find out how you can
dramatically boost ROI
for your company.
Powerful and
Easy-To-Use
Find out how you can
dramatically boost ROI
for your company.
Powerful and
Easy-To-Use
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
- Caller ID Reputation Management
- Answering Machine Detection
- Multiple Dialing Modes
- Automation
- Speed to Lead
- Reporting and Analytics
- TCPA Compliance Tools
- Robust Lead Management
- Omnichannel
- Skills Based Routing
- Dynamic Scripting
- Open API
Our Solutions
- Caller ID Reputation Management
- Multiple Dialing Modes
- Speed to Lead
- TCPA Compliance Tools
- Omnichannel
- Dynamic Scripting
- Answering Machine Detection
- Automation
- Reporting and Analytics
- Robust Lead Management
- Skills Based Routing
- Open API
Our Solutions
- Caller ID Reputation Management
- Answering Machine Detection
- Multiple Dialing Modes
- Automation
- Speed to Lead
- Reporting and Analytics
- TCPA Compliance Tools
- Robust Lead Management
- Omnichannel
- Skills Based Routing
- Dynamic Scripting
- Open API
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
Have more questions?
Sign up for a demo of our product today, or call us for more information at: 1 (888) 512-2143
Have more questions?
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
