Skills-Based Call Routing

By Jordan Vardell |

Skills-Based Routing

Route Calls to the Right Person at the Right Time

Advanced Routing from AVOXI offers a suite of intelligent routing options for directing your callers to the right person at the right time. Match callers to agents based on common skills like spoken language and prioritize your most important callers to ensure an outstanding caller experience that leaves them feeling loved.

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Find the Perfect Match for Your Callers

Leverage time of day routing, skills based routing, VIP routing or database integrations to  drive customer calls to the right team in seconds.

  • Increase First Call Resolution. With AVOXI’s advanced routing feature, businesses can intelligently route callers to the agent best suited for handling their call. Skills-based routing finds the perfect match for your customer and enables call centers to reduce handle time and increase first call resolution. 
  • Give Callers the VIP Treatment. Ensure your most loyal customers feel valued by routing them to a dedicated team of all-star agents. With priority routing, VIP customers can bypass long call queues and quickly connect to the next available agent. 
  • Improve Overall Customer Satisfaction. With time of day routing, call center managers can decide which calls go to which agents based on schedule and availability. By routing callers to available agents that are best skilled to address their needs, businesses are able to create a relevant and timely service experience that leaves customers satisfied.

Implement Advanced Routing in Minutes!

Setting up intelligent routing for your call center is simple. Within a few clicks, businesses can assign, organize and easily manage their agents based on customized skills. Optimize your call center workforce and increase productivity while delivering a best in class service to your callers.

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Additional Features to Improve Your Customer Experience

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Refine the Conversation

Participate in live customer calls to not only analyze your customer service interaction but also to provide coaching to your employees when they need it the most - on the spot. Live Monitoring from AVOXI allows managers to passively participate in customer conversations and provide single side feedback to agents to improve performance and increase customer satisfaction.

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Give Your Customer More Time Back in Their Day

With Queue Callback technology, you can now give more time back to your customer’s day and eliminate sticking points that often lead to a poor experience overall. AVOXI’s Queue Callback allows callers to reserve their spot in line and receive a callback from your team rather than waiting on hold.

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Personalize Every Call

Increase brand loyalty and show your customers you care by delivering personalized conversations on every call. Leverage AVOXI’s communications platform to seamlessly integrate the CRM, Helpdesk and key technologies that matter most to your business. Learn more.

Improve Customer Experience Today!

Get voice, messaging and contact center - all within one platform with AVOXI.

Skills-Based Routing: Revolutionizing Call Centers

In today's fast-paced digital age, customer interaction and call centers have continually evolved, striving to match the rising demands of discerning customers. Among these shifts, skills-based routing is one innovation that reshapes how businesses engage with their clientele. This strategic method, also called skills-based call routing, is not just a fleeting trend but a paradigm shift in call distribution. Businesses, from startups to multinational corporations, are keenly integrating this approach, realizing its potential to enhance customer interactions.

 

So, what is skill-based routing, and why is it gaining such momentum? In the following article, we'll unwrap the layers of this innovative concept, explore its intricate workings and the multifaceted benefits it brings, and guide you on selecting a provider that perfectly aligns with your business needs.

 

At its crux, skills-based routing goes beyond the traditional 'first in, first out' method of call assignments. It's about intelligently matching each incoming customer query to an agent with the best-suited skills and expertise. It's a fusion of technology with a human touch, ensuring that customers don't just get a response, but they get the correct response.

 

Decoding the Dynamics of Skills-Based Call Routing

"What is skills-based call routing?" you might ask. It's not merely a trendy term echoing in modern business environments but rather a revolution in call center operations. At its core, skills-based call routing is a deliberate methodology that pairs each customer with the agent most qualified to address their unique concerns.

 

Here's a practical illustration: Imagine a caller grappling with a specific technical issue. In skills-based call routing, they aren’t just directed to any available representative. Instead, they're connected seamlessly to an agent proficient in resolving that very challenge. This laser-focused approach is the genius behind skill-based call distribution.

 

Elevating Above Conventional Call Methods

Traditional call routing methods, such as 'first-come-first-serve' or hunt groups, may distribute calls uniformly. Still, they often miss the mark in addressing the intricate demands of contemporary customer interactions. These systems, driven by broad-based rules, mirror the approach of casting a wide net with the hope of a catch. On the other hand, *advanced call routing*, particularly *skills-based routing*, is akin to using a precision instrument designed to ensure success in every attempt.

 

Central to the *features of skills-based call routing* is an intricate algorithm. This algorithm doesn’t just allocate calls based on agent availability; it dives deeper. It meticulously assesses many agent skills, from language capabilities for global customers to specialized product knowledge. Moreover, it taps into historical data, leveraging previous interactions with repeat callers to add a dash of personal touch. 

 

The ultimate goal? To redefine customer service excellence, ensuring every query finds its way to the ideal individual ready and capable of addressing it.

The Technology Behind Skills-Based Call Routing

In the evolving landscape of customer service, the advent of skills-based call routing stands as a testament to how technology can bridge the gap between customer needs and agent expertise. Far removed from the traditional one-size-fits-all approach, this method represents a seamless blend of human skills and cutting-edge tech.

 

Skills-based call routing is more than just a strategy; it's the culmination of advanced systems, intricate algorithms, and real-time data analytics working in unison. As we dive into the mechanics of this system, we'll unearth the complex technologies that bolster its precision and reliability.

 

This technology ensures that each customer interaction is optimized for the best possible outcome. So, let's pull back the curtain and delve into the technological wizardry that makes skills-based call routing a game-changer for modern call centers.

 

A Glimpse into the Mechanics

  • Data Gathering and Integration: The system starts by collecting and integrating data on every agent—this could be their language proficiencies, product expertise, past performance metrics, and more.
  • Real-time Analysis: When a customer calls, the system quickly assesses the nature of their query through IVR (Interactive Voice Response) selections made by the customer or through AI-driven voice analytics.
  • Matching Algorithm: This is the heart of the skills-based call routing system. It uses advanced algorithms to match the customer's needs with the best-suited agent. The design looks at the agent's skills, availability, and even factors like their past success rate with similar queries.
  • Dynamic Call Distribution: Once the system identifies the ideal agent, it routes the call seamlessly. It does so dynamically, meaning the system can adjust immediately if a more urgent or better-suited call comes in.
  • Feedback Loop: Post-call, the system often gathers feedback, either directly from the customer or based on post-call metrics like call duration, to continually refine and optimize its routing decisions.

 

Leveraging Advanced Technologies

Beyond the foundational elements, modern skills-based routing systems also integrate with other tech platforms and tools:

  • AI and Machine Learning: By leveraging AI, these systems can make more accurate and nuanced decisions, learning from every interaction to refine their call routing strategies.
  • CRM Integration: By integrating with a company's Customer Relationship Management system, the routing system can access historical data about a customer, allowing for even more personalized service.
  • Cloud-Based Platforms: Many of today's skills-based routing systems are cloud-based, ensuring scalability, easy integration, and the ability to handle vast volumes of calls with reliability.

 

The brilliance of skills-based call routing lies in the intricate technology that powers it. It's a harmonious blend of data, analytics, AI, and seamless integration, all working to revolutionize the call center experience for agents and customers.

Italy Virtual Phone Numbers

If you're an international business looking to establish a presence in Italy, or simply to expand your reach to the Italian market, an Italy virtual phone number is an essential tool that can greatly enhance your communication capabilities. 

But why would you need an Italy virtual phone number in the first place? Imagine being able to give your Italian customers a local number to call, even if your business is physically located in another country. By purchasing an Italy virtual phone number, you can create a virtual presence in Italy, making it easier for your customers to reach you and fostering a sense of trust and familiarity. Plus, it gives you a competitive edge by positioning your business as accessible and responsive to the local market.

One of the most convenient aspects of Italy virtual phone numbers is that they operate through Voice over Internet Protocol (VoIP) technology. This means that your Italy virtual number can be seamlessly integrated into your existing communication systems, without the need for expensive hardware or complicated installations. 

With cloud voice systems, it has become incredibly simple to purchase and set up virtual numbers for Italy and other countries worldwide. You can easily manage and redirect calls, set up voicemail, and even establish call forwarding to ensure you never miss an important connection.

The benefits of an Italy virtual phone number extend beyond mere accessibility. Virtual numbers also offer a cost-effective solution by eliminating the need for multiple physical phone lines or establishing a physical presence in Italy. Additionally, virtual numbers provide you with valuable analytics and call tracking features, allowing you to monitor the performance of your campaigns and make data-driven decisions to optimize your business strategies.

Whether you're looking to establish a local presence, expand your customer base, or enhance your global reach, an Italy virtual phone number (also known as an Italy VoIP number or Italy virtual number) can be a game-changer for your international business. You can unlock new possibilities and revolutionize your communication channels with Italy virtual phone numbers.