Part One: How effective is your organization’s “Skilled Base Routing”?
During the many years that I have worked with Global organizations in refining and developing new efficient segmentation strategies, skilled base routing has always been at the core of those strategies. However, I still find many organizations fail to implement sound monitoring and reporting methodologies to maintain efficient and effective routing strategies.
The most basic function of the contact center is call routing. In its simplest form, the contact center exists to distribute incoming telephone calls to service representatives. The simplest call-routing strategy focuses on cutting two major contact center expenses—PSTN (Public Switched Telephone Network) costs and staffing expenditures. That means reducing wait time by getting calls to the first available agent, balancing loads across agent groups to keep agents from sitting idle, and routing as many calls as possible to an interactive voice response system. These are all good tactics for cutting costs, but contemporary advanced routing techniques make it possible for the contact center to do much more, such as:
- Skills Based Routing
- Multichannel Routing
- Multisite Routing
- Data-Directed Routing
Many companies such as financial and insurance institutions, and telecom providers provide their customers service via the telephone. A well-structured call center can enable your company to:
- Improve the contact with the customers
- Grow income by multiplying the number and type of trade
- Position improvement of competition by making good use of the
The overall challenge in designing and managing a call center is to achieve a balance between operational efficiency and service quality. This balance can be achieved by making use of workforce management (WFM) that deals with the optimal use of personnel. Workforce management constitutes the following four steps:
- Forecasting call volume (inbound/outbound) of the system (based
on historical data)
- Forecasting and scheduling agents
- Evaluation of number of shifts
- Agent shift assignments
On my next installment, I will be focusing on “Skilled Based Routing” and the benefits of strong analytics and reporting to developed and maintain strong strategies.