Skills Based Call Routing
It is now possible to route calls based on agents skills. When a call connects X-Dial can automatically locate the first available agent based on the skills requirement of the call increasing agent productivity and reducing customer time. Agents can be marked with different skills so they can simultaneously deal with different call types as well as dealing with inbound and outbound calls.
The customer can be given automated options when the call connects so the customer can declare the nature of the call. This is an excellent solution for training and development of agents, new staff can be passed only simple calls whilst more experienced staff can placed in groups that will receive more complex enquiries, not only does this help your company it also reduces customer time ensuring customers are kept on the call for the minimum amount of time. Skills based routing is a huge need for call centres across the globe and allows management to stream line the productivity of the call centre ensuring cost effective staff usage and customer experience.