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Glossary

Skills-Based Routing

TTEC | Glossary | Skills-Based Routing

What is Skills-Based Routing?

Contact centers use Skill-based Routing (SBR) as a call-assignment strategy to align incoming calls to the best fitting associates, rather than the next available approach.

Delivering exceptional customer experiences (CX) requires effective problem resolution abilities. That's why it's so important to direct callers to someone who can help resolve a customer's issue the first time, rather than provide a disjointed, jarring CX with multiple transfers and long hold-times.

TTEC's Skill-Based Routing ensures incoming calls are routed to the right person in the company who is properly trained to assist the customer. Our solutions are designed to  increase customer satisfaction by reducing unessesary transfers and decreasing the Average Handle Time (AHT). Our routing controls make it easy to update routing changes in real time to continually improve business performance. 

Additional TTEC Resources
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  • The Building Blocks of a Dynamic Contact Center: Intelligent call routing is about dynamically correlating customer calls to specific associates with tailored skills. Ultimately what we look to do is best match the associate with the person who is calling.
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