Word of the Day: skill-based routing (SBR)

Word of the Day Daily updates on the latest technology terms |October 30, 2017

skill-based routing (SBR) Skill-based routing (SBR) is a component of automatic call distributor (ACD) systems that filters and directs incoming inquiries to call center agents with the most applicable skill sets. By closely matching an incoming call to the call center agent best-prepared to address a particular issue, callers experience shorter wait times and faster resolution of their issues, reducing average handle time (AHT). Because agents are trained for more specific skill sets, less training is required. Furthermore, the most highly-skilled agents can be assigned to important clients, targeting resources where they will provide the most return for the call center. These factors significantly reduce abandon rates and increase agent utilization, productivity and overall call center efficiency. In a SBR system, a caller is assigned to an agent based upon a wide range of potential criteria, including: The telephone number that was used to initiate the call The identity of the caller or the caller's number Choices made on the interactive voice response (IVR) system Automating the process of agent allocation means that call center managers don't have to manually assign agents with certain skills to different queues throughout the day. Skill-based routing also has benefits in terms of employee satisfaction, allowing agents to develop specific areas of expertise. Critics of SBR point out that the necessarily high complexity of the systems and related implementation costs may not provide a high ROI for call centers. Quote of the Day "It is both more efficient and more effective to send billing inquiry calls to agents who have the best skills and training to provide accurate answers related to billing." - Scott Sachs   Trending Terms automatic call distributor call center average handle time contact center software call center agent   Learning Center Nine skills every call center agent job requires From problem-solving to flexibility, here are the top nine skills call center agent job candidates should possess. Call routing practices focused on customer journey Demographic-based call routing can potentially give customers specific help based on their unique attributes and improve the customer journey in a contact center environment. Five contact center automation tools you should know about Self-service, skill-based routing and knowledge management software are just a few examples of contact center automation tools benefiting agents. With Amazon Connect, AWS puts experience to work in contact center space Amazon Connect hopes its cloud-based, pay per minute strategy earns a chunk of the nearly $10 billion contact center market. Should you use demographics in contact center agent routing? Contact center agents can become more effective on customer service calls if companies enlist demographic-based routing. Writing for Business The question on everyone's _____ is how to improve customer experience and cut costs at the same time. a. minds b. mind Answer   Stay In Touch For feedback about any of our definitions or to suggest a new definition, please contact me at: mrouse@techtarget.com   Visit the Word of the Day Archives and catch up on what you've missed!   FOLLOW US About This E-Newsletter This e-newsletter is published by the TechTarget network. To unsubscribe from Whatis.com, click here. Please note, this will not affect any other subscriptions you have signed up for. TechTarget, Whatis, 275 Grove Street, Newton, MA 02466. Contact: webmaster@techtarget.com Copyright 2016 TechTarget. All rights reserved.