Skills-based routing lets you handle more calls and reduce costs
Skills-based routing ensures productive and efficient customer support management. Inbound calls can be automatically routed to a specific agent based on their fit and skills required by the caller. You can easily assign skill levels to your agents.
In Settings, you can create all types of skills and assign them to individual agents or groups of agents. You can have as many skills as you wish depending on your needs, for example, language skills, IT skills, etc.
Assigned skills are then displayed in each agent’s detail in a separate tab entitled Skills-based routing. You can set different levels of skills to agents and choose from very good, good, sufficient, insufficient, none.
CloudTalk’s smart algorithm routes incoming calls to agents with the same skills based on the following rules – Availability, Number of assigned skills, Skill level, and Number of handled calls.
Route by database integration and save your agents’ time
This feature allows you to route inbound calls to competent agents based on all available caller information stored in CloudTalk, IVR (interactive voice response), call queues, business hours, or skillsets of individual agents.
When getting in touch with customers, all of the small, individual moments have an impact on the entire buying cycle. To increase customer satisfaction rate all you need to do is to put callers in touch with the correct departments within your business – the hunt groups.
A customer calls a particular number that is connected to a specific group of agents, e.g. sales advisors.
If those agents are busy, the caller needs to wait to be connected with the first available agent.
Further, customers choose for themselves what sort of problem they have and call a specific number to connect with an agent who can resolve it.
Skills-based routing ensures productive and efficient customer support management.
Rely on a data-driven approach for outstanding customer experience.
Here is a little sneak peek to CloudTalk’s user-friendly interface to get you all warmed up