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
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.
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