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 unnessesary 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 Skills-Based Routing Resources

  • Inconsistent Customer Experience Leads to Lost Calls, Lost Sales: Our client recently acquired more branches and were looking for a way to create a consistent customer experience branches both old and new. We helped by creating virtual contact center locations.
  • Improve IVR customer service by modernizing Your IVR: Convinced it’s time to give your IVR a little bit of attention? It doesn’t have to cost you an arm and a leg. While IVR customer service modernization can seem daunting, many of the new telephony systems on the market can be cheaper to implement than maintaining your old, outdated system.
  • 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.
  • The Contact Center of the Future: Digital transformation best practices to achieve the contact center of the future, today.