Home >> Contact Center Software >> Skill Based Routing
Embrace the Power of Skill-Based Routing For Contact Center
Transform your contact center operations with the leading-edge technology of Skill-Based Routing. The skill-based routing feature offered by HoduCC-Contact center software is designed to increase customer satisfaction by making every interaction a personalized experience.
What is Skill-Based Routing?
Also known as intelligent routing, skill-based routing makes sure that every call is handled by the highly appropriate call center executive. Instead of random call distribution, skills based routing connects customers with the most eligible agents based on their skills, expertise, and availability.
With HoduCC – Contact Center Software, you can transfer the calls to specific skilled agents, respective department or team based on your predefined skills based routing rules. By distributing incoming calls as per the predetermined routing rules to agents with particular skill sets, customers’ issues can be handled more effectively. Besides, when your customer gets to an agent who has the perfect skills, the problem gets solved on the first call itself, leading to improved customer experience.
With skills based routing systems, support reps can be encouraged to work more efficiently as per their skill level and come up with fruitful results and immense customer experience.
Why Skill-Based Routing Matters?
Improved Customer Experience
With Skill Based routing, customer calls can be assigned to the best agent as per his competency. This leads to quick and better resolution of customer’s inquiries or issues..
Sophisticated Architecture
With Skills Based routing, the entire call process will become sophisticated which smoothens the call flow to the support agent.
Increased First Call Resolution Ratio
As each call is handled by the most skilled agent, the probability of giving the solution to the client’s concern within the first call itself will be increased. This contributes to the increased first call resolution ratio and satisfaction rates.
Effective Utilization of Resources
Utilize the company’s resources in an effective manner which is a win-win situation for both the organization and the agent as agents will be enjoying the work they’re doing and giving fruitful results to the organization.
Boost Agent Morale and Overall Agent Productivity
Contact center agents would be enthusiastic to do the work in which they are masters, which makes them self-reliant and more productive.
Benefits of Skills Based Routing for Your Contact Center
Streamlined Operations
Adhere to local, national, and global DNC regulations and safeguard your business from lawsuits and penalties.
Higher Customer Satisfaction
When a customer is connected to the most appropriate agent, the satisfaction level increases.
Increased Profitability
With the help of qualified agents, customer issues can be resolved quickly and more efficiently, leading to increased revenue and cost savings.
Scalability
Whether you're a small business or a large enterprise, Skill-Based Routing can be customized to meet your contact center's specific needs.
Why Choose Us?
At HoduSoft, we are at the forefront of innovative contact center solutions.Our skills based routing solution is an exceptional tool that not only ensures higher customer satisfaction rates but also enhances the profitability of your business. Here’s what sets us apart:
Customization
Our intelligent routing solution is fully customizable to meet your specific business requirements.
Seamless Integration
With seamless integration, enhance customer satisfaction by routing calls to agents with appropriate skills.
Expert Support
Our team of experts is available 24/7 to provide guidance and ensure a smooth transition.
Proven Success
Join the category of satisfied customers- uplift your contact center experience!
Let's Work Together to Create a Customer Service Experience That Truly Shines
Ready to unlock the full potential of your contact center? Contact us today to schedule a personalized demonstration of our skill-based routing solution. Transform your contact center with skills based routing- because every customer deserves the best!
For more information
Frequently asked questions
Everything you need to know about our product and Software. Can’t find the answers you’re looking for?
Skills based routing is a call distribution method that matches incoming calls with the best agent or resource based on their specific skills, expertise, or qualifications.
Skills based call routing ensures that customer calls are directed to support agents who are best equipped to handle them, improving customer experience and operational efficiency.
Skills based routing works by assigning a skill profile to each agent and then routing requests to agents with assigned skills.
Yes, skills based routing systems can be used in various industries, such as IT support, healthcare, and e-commerce, to efficiently assign tasks to the most appropriate agent.
Usually, the skills that are used for routing include product knowledge, technical expertise, language proficiency, certifications, and customer service ratings. However, with skills based routing, an agent can be assigned multiple skills to handle multiple different tasks.
Yes, skills based routing can be integrated with other technologies like CRM systems, ticketing software, and analytics tools to boost the overall customer support experience.