Blog/What Is Skill-Based Routing? Everything You Need To Know

What Is Skill-Based Routing? Everything You Need To Know

What Is Skill-Based Routing? Everything You Need To Know

A skills-based routing (SBR) system assigns incoming calls to an operator with high experience levels rather than a present operator. As a result, customers won't have to deal with representatives who lack the expertise to serve them, reducing their likelihood of becoming annoyed.

The customers' experience is an integral part of your highly established business, and so are their raising complaints and concerns. A cloud of doubt will soon surround them when an incompetent representative handles their problem.

Also, remember that customers nowadays have too many options, and their experience has surpassed technology and cost as the major brand differentiator. So, a company's bottom line might always suffer due to poor customer service.

But we have got your back by introducing skill-based routing as it benefits customers while also assisting customer service representatives in honing their skills. It boosts productivity by cutting first-call response times and streamlining communication.

Here is a complete guide to help you assist with Skill-based Routing and how it works:

What is Skill-Based Routing?

In call centers, skill-based routing (SBR) refers to a call-assignment system that allocates incoming calls to a highly experienced operator instead of any present operator. It is an advanced system to the previous automated call distributor (ACD) systems that most service providers use.

By taking advantage of this system, customers will not have to interact with amateur representatives, lowering their likelihood of becoming irritated.

Typically, incoming phone calls get routed to agents in the following manner:

  • Longest inactive agent: Only that agent receives calls who have been idle the most.
  • Fixed order: Agents take calls in the same fixed sequence.
  • Round robin: Agents receive calls in a set order that rotates.
  • Random: Calls are set forward in a random order containing a list of all agents updated each time the list gets finished.

More to Read: What is Call Waiting?

How Does Skill-based Routing Work?

You receive the benefit of smart Routing with skills-based call routing. The technology analyses a customer's skills and connects them to an accessible agent who possesses the necessary set of skills.

Let's have a look at the fundamentals of skill-based call routing and how you may create your own rules. The traditional call centers and Omni Channel contact centers nearly follow an identical system.

We will concentrate on the Omni channel approach, which encompasses numerous communication channels, not simply phone conversations.

Omni channel routing operates similarly to traditional call center routing, with the addition of services such as;

  • Email
  • SMS
  • Chat

The initial step involves a qualifying phase. The system routes an incoming call to the associated voice response at this stage (IVR). By allowing users to pick options from a menu, an IVR function assists in determining customer queries. Such as; Press 1 for transaction queries. It is comparable to getting an automated representative.

The incoming calls are then handled by an automated call distributor (ACD) and lead to skill-based Routing. Depending on agent experience and competencies, the ACD will establish a call allocation based on the customer's responses in the IVR.

Skill-based vs. Queue-based Routing

Queue-based Routing is among the most basic call routing methods. You have undoubtedly been on hold at some point and heard a voice that said something to the effect of "All of our agents are currently busy." Please wait while another available agent contacts you."

Behind the scenes, your call is being queued and is waiting in line behind the customers who dialed in just before you. Everyone else will probably join you in the queue. Queue-based routing routes calls to a certain queue.

For example, the system may route your call to a queue and address it in your language of choice or at a specific level of service. The critical thing to remember is that each query is only allotted to one queue.

Disadvantages of Queue-based Routing:

Here is a list of disadvantages that you might consider:

  • Customer traffic is directed to a group of agents using queue-based Routing, making it far more difficult to serve, monitor, and supervise interactions in any medium, let alone across all routes.
  • It made resolving client complaints more difficult the first time around. It isn't easy to mix or task schedule agents across queues (and channels).
  • In such a routing system, the client interacts with a less competent agent, resulting in lower NPS ratings, and customer demand is routed to a large number of agents, producing confusion among agents over who should be the owner. As a result, client dissatisfaction and irritation are on the rise.

Benefits of Skill-based Routing

Most probable benefits of skill-based routing include:

  • Customers are matched with the most qualified agents to handle their problems and concerns via skills-based Routing.
  • Increased client happiness and retention and higher agent performance and productivity are advantages of skills-based Routing.
  • RingCentral and other well-designed cooperative communications platforms for customer support provide skills-based Routing.
  • Customers receive more targeted and customized care, which speeds up the resolution of their concerns.
  • Agents develop become specialists, gaining new skills and finding more satisfying work.
  • As agents are knowledgeable about the unique challenges, resolving the customer's issue takes much less time.
  • You can set up the value of work and adapt them as your needs change if you have the option to define routing rules.

What to Consider When Setting Up Skill-based Routing

Let's have a look at some of the aspects that can help you create a successful skill-based routing strategy:

  • The system informs the customers of their current position in the queue and their projected wait time.
  • Avoids boredom and repetition.
  • Allows clients to opt-out of the queue smoothly.
  • It has just the appropriate amount of music and messaging.
  • Provides a wealth of information to sales and support agents.
  • When a sales or support agent is available, it automatically calls customers back.
  • Allows you to design messages to alert clients to problems and when they shall resolve.
  • For new callers, it emphasizes the most popular alternatives.
  • The process retains the context of conversations when shifting routes or when a consumer requests a callback.

Skill-Based Routing Best Practices

Increased phone volumes, and high voice service rates are causing businesses to struggle. They are continuously seeking new ways to boost contact center productivity and enhance the rate of incoming calls to resolve issues.

Even better if they can self-serve! Customers do not want to be placed on hold while waiting to talk with an agent. Enabling Call deflection is the way to go if you want to enhance your customer experience by reducing both long waiting times and call volumes.

Also, provide your customers with a chat self-service alternative to answer frequently asked queries while agents handle more difficult issues. When there are many people in line, it also provides clients the option of switching to digital channels to prevent excessive hold times.

How to Set Up Skill-Based Routing With Community Phone

Community Phone is a type of landline phone service that provides simple, stable, and economical home phone service without using copper wires or the internet. Community Phone connects your landline telephone to cell phone towers in your neighborhood, allowing you to make endless local and long-distance calls.

Incoming calls can be forwarded to anyone, on any phone, using Community Phone's call routing service. This operates by contacting each local mobile number and connecting callers with your company's personnel. The routing software for Community Phones works in two ways.

  • Ring many phones at once: This option allows you to receive calls to a new or current phone number while ringing multiple phones, including landlines, at the same time. With this type of call routing, all forwarded phones will ring simultaneously. The system connects that person to the caller who answers the phone first.
  • Ring many phones simultaneously: Community phone software can also help you distribute calls equitably across a group of people. It may route repeated callers to the same destination number as their first call.

More to Read: What is Simultaneous Ring?

You may learn more about how customers engage with your company by observing and capturing live interactions. You can also provide customers with various options on the menu to differentiate each call. Community Phone also saves a lot of money and time and makes client management a breeze.


A call center must resolve the client's concern promptly and effectively to avoid irritating clients.

In order to guarantee this, assign the customer's issue to agents that are experts in their field. This is where skill-based routing can help.

It directs calls to agents who are the most qualified to handle the situation. It also cuts down on queue maintenance costs. Increase production by efficiently utilizing agent skills. Using CSAT and KPIs, effectively manage skills. Conversations are also resolved more quickly.

Skill-based Routing is the most consistent pattern in most contact centers, and it can handle a substantial chunk (60 percent to 80 percent) of your workload. When done correctly, this model ensures that you give the best customer service possible, with the right people doing the right task, all while being supported by a staffing strategy.

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