Skill-Based Routing

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? Contact centers using skill-based routing have reported a 15–20% reduction in average handling time (AHT) and up to 10% increase in First Call Resolution (FCR) by ensuring calls are matched to agents with the right expertise.

1. What is Skill-Based Routing?

Skill-Based Routing (SBR) is a contact center strategy where incoming customer queries are directed to agents based on their specific skills, such as language, product expertise, or technical proficiency, rather than a simple round-robin or queue system. This ensures higher first-contact resolution and improved customer satisfaction.

2. What do you mean by skill-based?

In contact centers, "skill-based" refers to matching agent capabilities (like product knowledge, soft skills, or fluency) with the requirements of an incoming query. It's a way to optimize service delivery and minimize call transfers.

3. What do you mean by skill route?

A skill route is the intelligent path a query follows within a call center based on skill tags assigned to agents. It ensures the query reaches the most qualified agent available in real-time.

4. What is the difference between queue-based routing and skills-based routing?

• Queue-Based Routing: Calls are distributed to the next available agent in a fixed queue, regardless of specialization.
• Skill-Based Routing: Calls are assigned based on agent skills, optimizing for issue resolution speed and quality.

Convin’s AI-powered contact center solutions integrate skill-based routing to enhance agent efficiency and customer experience.

Connect customers to the right agent every time, boost resolution with Convin’s routing.