Why is Skills Based Routing a Must for Call Center Software?

Your company is in the market for new call center software, but what is Skills Based Routing and why is it a must have feature?

In this video, I am going to define Skills Based Routing and provide several use cases for your company’s call center.

Want my recommendations on the best call center software vendors? Click the button below and ask me today.

About Me

Mike Smith has been helping companies select the best telecom, WAN, security, and cloud services since 1999. He founded AeroCom in 2003, and has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the top 40 business people in tech-heavy Orange County, CA. Follow Mike on YouTube, LinkedIn, Reddit and SpiceWorks.

Transcript

Your companies in the market for new call center software. And you’re wondering what are some of the must have features that you should have on your list to make sure that vendors have as you’re researching new software companies? Well, one of those features is skills based routing, and I’m going to tell you about what that is today if you don’t already know what it is and some of the things out there that you need to look for.

My recommendations

But first, really quick, if you’d like my recommendation on the best call center software vendors, you should quote for your company. Reach out, call me, send me an email. I’d love to help you. It’s why do these videos if you get some benefit out of the video? It’s a nice way to say thank you. Just call me and ask me for a quote. Won’t cost you a thing and I will help you make a better decision in a fraction of the time. More information on that at the end of the video. Make sure you tune in.

Check out our custom built search engine

Also, don’t forget to go to our Web site, Aerocominc.com. It’s a nice place to start your search because you can find all the major cloud call center software vendors there and you can search them by feature. So you can search by a skills base routing, that type of thing, and filter out certain providers. You can read reviews on providers, you can watch videos on them, you can read about all the different features they offer. So a cool place to kind of start your search before you contact me. Even lastly, don’t forget to like subscribe and leave a comment down below. Tell me what you think of the video or ask me a question or tell me about a technology that you want to learn more about that I should do a video on. I love to hear from you. I do a lot of videos. I see a lot of views, but I don’t see a lot of comments. So make sure you comment down below and talk to me a little bit. I’d love to chat.

What is skills based routing?

What is skills based routing and why should your company make sure it’s a must have for your call center software? Well, what skills based routing allows you to do is decide on what skills are most important for your agents. Like you’ll notice different agents in your organization have different skills that apply to different customers reaching out to you.

Important skills: Foreign Language, Typing, Writing, and Product Knowledge

Like, for instance, foreign language, like some folks might be calling in and needing to speak Spanish. Some folks call in maybe need to speak Vietnamese, things like that. You have some agents in your organization who speak fluently in those languages and some that don’t, or some speak a little, but not a lot.

Maybe you have some people reaching out to you on email and you have some folks who are really good at writing and you see an email from them. It’s really well written. No misspellings, no grammar mistakes. Paragraphs are all separate in not that one giant email with no paragraph separations. And maybe you have some people who type really fast and people who don’t type that fast.

Maybe you have some folks who are really good at a specific product and maybe not good at in different product category.

Ranking Agents

So you have all these different skills within your call center software or within your call center agents, I should say. So what you can do is you can within the software, you can rank every agent, maybe on a scale of 1 to 10 on each of those skills, you can determine the skills, rank your agents for those skills. So when incoming calls come in, you can screen them by what the what’s needed. Like, for instance, if you need to speak a different language or you’re calling about a specific product, it can automatically route those calls or emails or text messages or web chats that are taking place to the agent that’s best suited to handle that specific thing. So if somebody is calling in about a specific product or maybe they’re emailing you about a specific product, it’s going to go to the person who’s most skilled first. If that person’s busy, it’s going to go to the next in line and so forth down the road.

Rewarding the best sales person

Another thing you can do is with salespeople say you have your best salesperson in the office. If it’s a sales call, want to know about a new product, that’s a way you can reward the best salespeople is have them ranked top for sales. So all the sales calls come to them first, unless they’re busy, then it goes to the next line, the next sell, the next in line. And that’s the way obviously motivate salespeople to get good and for your company, why not route the sales calls to the best salesperson to make sure that the sales closed?

My Thoughts

So a lot of things you can do with skills based routing, but it’s definitely something that you want to have and it can work over. As I mentioned earlier, multiple communication channels. It doesn’t have to be just calls. You could be using it for web chats that come in, text messages that come in social media. You know, when your company is tagged on social media, who’s good at social media within your organization, emails, you know, all types of stuff, all types of communication that’s coming into your business.

Still confused? Reach out and contact me

So definitely something that you want to have now which call center software vendors are the best with skills based routing that your company should be quoting. That’s my job. Reach out, send me an email, give me a call. I love to help. Give you some recommendations for your company to to quote, I’ve been a broker in this industry for over 20 years, so I know all the major cloud call center software vendors out there in in the niches each of them have. So if you call me, I’ll tell you based on your companies requirements, which companies you should be quoting, which ones have a good reputation, which ones have a bad reputation, all that good stuff. I will help you make a lot better decision and a fraction of the time I’ll also introduce you to the right people to work with at these companies. Oversee the coding process to make sure you get the best quotes and best of all, you won’t have to pay me anything for that service. The service providers for the call center software actually pay me. My broker fee so your company won’t have to pay me for my advice. So there’s absolutely no excuse not to at least reach out and give me a call.

It’s also a nice way to say thank you if you got any benefit from this video, I’d really appreciate it. Reach out. Send me an email, give me a call. I’d love to help you. This is what I do every single day. All day. I love it.

Check out our website

All right. Don’t forget to go to our website Aerocominc.com You can search Clouds Cloud Call Center software service providers by feature read reviews on them. All kinds of cool stuff. I guarantee you you’ve not seen a website like this before. Go check it out. We spend a ton of time and money on it and we really think it’s special out there. Don’t forget to hit the Like and subscribe button and leave a comment down below.

I’d love to hear your opinion on the video. Help me make the videos even better in the future and let me know. You know, maybe ask me a question about cloud. Call center software or maybe, you know, let me know what type of technology you’d like to know more about that I could do video on. Thanks again for watching and I will catch you on the next one.