What is skill-based routing (SBR)?

How does SBR work?

SBR categorizes agents according to their skill set and matches them with customer needs. The process begins when a customer initiates an interaction, typically a phone call, live chat or email, though incoming support tickets are sometimes routed to an agent. The contact center's interactive voice response system or a similar automated system gathers information about the customer's issue. Based on these inputs, the system identifies the required skills, searches for an available agent who possesses those skills, and then routes the request to that individual.

A system administrator identifies underlying business requirements and skill sets of agents, grouping agents into categories that align with their expertise to business needs. The administrator must then configure routing rules and settings to ensure support tickets are directed to agents with the appropriate skills. Each agent's skills are usually predefined and stored in the contact center's routing system. Skill groups are organized based on factors critical to an organization, such as the following:

• Language. Assign agents to handle interactions in languages familiar to the support team.
• Location. For organizations operating across multiple time zones or using a follow-the-sun support model, assign an agent who aligns with a customer's time zone.
• Subject matter expertise. Agents with in-depth knowledge of a product or a formal background in a relevant subject are more effective in handling that area's specialized tasks.
• Experience. Agents who continue to develop and strive for excellence over time are better equipped to deliver high-quality customer service.

The system then routes the call or message to the best-suited agent. If no agent with the necessary skills is available, the system routinely places the customer in a queue until one is free.

The benefits of SBR

SBR's strategic advantage aligns customer inquiries with the most qualified agents, leading to more efficient, effective service delivery. The following are 10 key benefits of building skill-based routing in customer service environments:

• Improved customer satisfaction. Connecting customers with the proper agents resolves queries more quickly and effectively, increasing customer satisfaction.
• Enhanced agent productivity. Agents who address issues aligned with their skills reduce the average resolution time and increase their number of customer interactions.
• Optimized resource use. SBR ensures the best-qualified agents are directed where they're most effective. This precludes skilled agents from sitting idly while greener co-workers struggle with complex queries.
• Better first-contact resolution rates. The most qualified agent handling an issue from the start increases the likelihood of resolution during first contact, reducing both callbacks and escalations.
• Increased customer retention. Positive experiences stemming from a company's efficient and effective service increase loyalty to that company, improving customer retention rates.
• Reduced operational costs. Streamlined resolutions, with a combination of fewer escalations and repeat interactions, lower operational costs.
• Higher agent satisfaction. Since SBR aligns tasks with an agent's skills, agents are more likely to feel confident and satisfied in their roles, reducing turnover and raising morale.
• Improved queue management. SBR manages call queues more effectively by prioritizing high-skill agents for complex issues. Meanwhile, less specialized staff tackle simpler queries.
• Customization and flexibility. The system creates highly customized routing rules that adapt to changing business needs, customer demands and evolving workforce skill sets.
• Enhanced data analytics. SBR systems often include analytics capabilities that provide insights into agent performance, customer satisfaction and routing efficiency, fostering continuous system improvement.

What are the different types of skill-based routing?

Skill-based routing offers varying levels of complexity and flexibility tailored to meet the organization's specific needs. Businesses choose the approach that best aligns with their operational goals and customer service strategies. The following are seven main types of SBR used in customer service environments:

• Priority-based routing. In this system, certain skills or agents are given priority over others. For example, an agent with a high proficiency in handling critical issues is prioritized to receive these emergency calls, ensuring the best-qualified personnel resolve high-priority interactions.
• Skill-matching routing. Here, calls are paired with agents based solely on their skills. The system evaluates the skills required to resolve the call and identifies the agent who best fits these criteria, tailoring its approach to customer interactions.
• Static skill-based routing. In this basic method, agents are assigned static skills, and routing is done based on these predefined attributes. The system chooses the first available agent who matches the required skills.
• Dynamic skill-based routing. This method adapts to real-time changes in agent availability and performance. It adjusts the routing logic based on then-current conditions, such as an agent's recent success in handling similar issues or current workload.
• Hybrid skill-based routing. This combines elements of both static and dynamic routing, offering flexibility in interaction management. It often involves setting different levels of skill proficiency and prioritizing routes based on a combination of static skills and real-time analytics.
• Queue-based routing. In this approach, calls are distributed to agents based on a specific skill-defined queue system. Agents are queued according to their expertise, which affords efficient distribution of calls while maintaining focus on skill requirements.
• Custom skill-based routing. Businesses define their routing criteria and rules based on unique organizational needs. Companies tailor their SBR rules according to specific call types, agent expertise or customer segments, adjusting for the best possible outcomes.