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Skill-based Routing: Give Customers the Help They Need

Let automation help you become the ultimate matchmaker. Route callers to agents best equipped to solve their problems, boost first-call resolution, and watch your customer satisfaction skyrocket.

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How Does Skill-based Routing Work?

Skill-based Routing is an automation tool that helps you connect customers with the agents best suited for solving their issues. In practice, this translates to better efficiencylower call handling times, and higher first-call resolution rates.

You can set up Skill-based Routing in two easy steps:


Assign Skills: In your CloudTalk settings, you can create and assign different skills to each agent, group, or call queue (e.g., languages, IT skills, etc.) or even differentiate them by proficiency. You can find the assigned skills in each agent’s detail in the separate Skills-based routing tab.

You can then use these skill tags to set up Skill-based Routing or to forward incoming calls to the right agents via Warm Transfer.


Assign Inbound Calls by Skill: In the Call Flow Designer, you can set up custom routing based on a number of variables. For example, if a call comes in from the Czech Republic, you can automatically set it to ring for a specific agent or caller queue that speaks Czech.

Or, if a caller selects technical support while in the IVR, you can route them to agents proficient in IT.

Why Should You Care About Skill-based Routing?

Improve Response & Resolution Rates

Leverage intelligent routing to ensure your customers always have access to the help they need the most without having to wait in overlong queues.

Lower Average Handle Times

Routing the caller to the best-equipped and most skilled agent to handle their problem helps significantly reduce average handle times.

Let Your Agents Specialize

Instead of forcing your agents to be jacks of all trades to deal with every possible problem, skill-based routing allows them to specialize in their preferred area.

Set Up Efficient Workflows

Create unique workflows laser-focused on your organization’s needs and desires with the Call Flow Designer and increase your efficiency.

Get a first-hand experience
with CloudTalk

CloudTalk offers amazing customization and skill-based routing. It’s helped us work better, adjust our workflow, and benefited both our customers and us.“

Nataliya N.,

How to Set Up Skill-based Routing

Learn how to set up Skill-based Routing in our CloudTalk Help Center guide, or watch the video explanation below.


What is skill-based routing?

Skill-based routing is an excellent part of customer service strategy that routes incoming customer calls or requests to agents or departments best equipped to meet their needs quickly and efficiently.

How does skill-based routing work?

When a customer makes a call or sends a request, the system assesses their inquiry and assigns it to a specific agent or department based on their qualifications and experience. For example, a customer may be routed to an agent fluent in Spanish if their inquiry is in Spanish.

What are the benefits of skill-based routing?

Skill-based routing helps you improve customer service, increase efficiency, and reduce costs. Furthermore, it can help reduce wait times, connect customers with the most qualified agents, and reduce the number of transfers needed to get to the right person.

When should a company consider using skill-based routing?

You should consider using skills-based routing to ensure that customer service calls are routed to the task’s best-suited agent. This type of routing allows a company to match callers to agents based on their skills, knowledge, and experience, resulting in more efficient customer service and improved customer satisfaction.

How does omnichannel routing improve customer experience?

Omni-channel routing is a customer service strategy that provides customers with a consistent, seamless experience when interacting with a brand across all its channels. It leverages multiple customer service channels, such as phone, email, chat, and social media, to ensure customers can access assistance quickly and easily, regardless of their favorite communication method.

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If there are any unanswered phone calls, CloudTalk automatically calls your customers back.



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