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SKILL BASED MAPPING

Route-Calls to Right-Agent at Right-Time

Let’s take the customer’s engagement with the organizations to the next higher level. With the Skill Based routing, the customer calls will be routed to the agents with whom customer would be interested in talking to as the calls will be segmented on the basis of each agent’s skills.

This makes the communication more precise and raises the accuracy level.

This leads the agents to work more efficiently as per their forte and can come up with fruitful results and immense customer satisfaction, not only results but it boosts agent’s confidence and their morale to work harder as he is a master of a particular field.

An assignment strategy which opts the best suited agent for the particular call instead of simply transferring it to next available agent.

Why Skill Based Mapping?

Improved Customer Service

With Skill Based routing, calls will be assigned to the best suited person as per his competency.

Increased First Call Resolution Ratio

As each call is handled by the most skilled agent the probability of giving the solution of client concern within the first call itself will be increased which contributes in the increased first call resolution ratio.

Effective Utilization of resources

Utilize the company’s resources in an effective manner which is a win win situation for both i.e the organization and the agent as agent will be enjoying the work they’re doing and giving the fruitful results to the organization.

Boost Agent morale

Agents would be enthusiastic to do the work in which they are masters, which makes them self-reliance and more productive.

Sophisticated architecture

With Skill Based routing, entire call process will become sophisticated which smoothens the call flow to the desired person.

CASE STUDIES

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