Connect every customer with the right agent the first time, every time – thanks to intelligent call, email, and task routing.
Intelligent routing, also called skill-based routing, uses the power of automation to get every customer inquiry to the agent best equipped to resolve it.
Skill-based routing benefits businesses of all sizes. By automating and streamlining incoming calls, mails, messages and tasks, you save valuable time for both your customers and your agents. This translates to a great customer experience, more efficiency and lower operational expenses.
Benefits of Implementing Intelligent Routing
Improved First Call Resolution
Customers reach the right agent with the right skills the first time, leading to efficient problem-solving. Shorter call times, fewer transfers and satisfied customers.
Reduced Wait Times
No more frustration waiting in line and repeating of questions! Intelligent routing efficiently connects customers, minimizing wait times and improving satisfaction.
Increased Agent Productivity
Agents can focus on their strengths, without wasting time with issues they can’t solve leading to higher morale and performance.
How Does Intelligent Routing Work? Step-by-Step Guide
With Intelligent routing, you transfer incoming calls, emails and tasks automatically to the most suitable team member based on predefined skills and competencies.
The system identifies a customer's needs through interactive voice prompts (IVR) or customer data. Then, it connects them with the agent who has the right skills to help quickly.
By using skill-based routing Luware Nimbus acts as a matchmaker between your customers and team members which allows an optimal allocation of resources.
See how intelligent routing can work for your business.
Think about what expertise your agents have like “language ability” or “product knowledge” and group them into skill-categories.
Step 2: Assign skills to agents
Now, match your agents' strengths to the relevant skills.
Step 3: Set up skill / responsibility levels
If needed, you can break down your defined skills into as many or as few levels as you want. For example, you could create levels like Novice, Junior, Specialist, and Guru.
Step 4: Craft routing rules with a distribution profile
Think of your distribution profile as the call-matchmaker. It scans your team for the best person to handle each call or task.
Imagine a customer calling: The matchmaker prioritizes agents who are English gurus.
But if the wait goes on (let’s say for 20s) it considers agents with Junior English skills.
This way, you ensure callers connect with the right agent as quickly as possible.
Solve Contact Center Challenges: Why Your Business Needs Intelligent Routing
You already know that skill-based routing can boost first call resolution and agent productivity. But did you know that Luware Nimbus Intelligent Routing can tackle even more of your contact center challenges?
If your business is facing issues like low customer satisfaction, extended wait times, declining agent performance, or rapid customer growth, skill-based routing might be the solution.
Better First Call Resolution
Challenge: Customers get stuck in call queues, are transferred repeatedly, and end up with agents who aren't equipped to handle their specific issue.
Solution: Intelligent routing uses predefined skills and customer data to connect them directly with the right agent who can solve their problem on the first call. This eliminates frustrating transfers and wasted time.
Boost Agent Efficiency
Challenge: Agents spend valuable time transferring calls and dealing with issues outside their expertise, leading to frustration and decreased productivity.
Solution: Intelligent routing ensures agents only receive calls that match their skills. This allows them to focus on their skills, resolve problems faster, and feel empowered by their expertise.
Optimizing Resource Allocation
Challenge: Inefficient agent management can lead to overwhelmed or underutilized staff, especially during peak times. This results in longer wait times, decreased customer satisfaction, and higher operational costs.
Solution: Intelligent routing helps you match agent skills to call volume. This ensures you have the right people available to handle peak times and complex inquiries, avoiding situations where agents are overwhelmed or underutilized. This leads to a more efficient and cost-effective operation.
Ready To Experience the Power of Intelligent Routing?
Stop wasting time with endless transfers. With Luware Nimbus, your calls, emails, chats, and tasks are automatically matched to the best equipped agent. Saving you resources and boosting customer satisfaction.
