What is Skills-Based Routing?
Skills-based routing is a feature within Automatic Call Distribution (ACD) systems that matches customer enquiries with agents who have the best qualifications to handle them.
Instead of assigning calls on a simple round-robin or first-available basis, the system uses predefined skill profiles such as product knowledge, language fluency, or technical expertise to determine the best fit.
When a customer calls, information is gathered through the Interactive Voice Response (IVR) system, CRM data, or other inputs.
The routing engine then compares these details with the skills database and sends the call to an agent who meets the required criteria.
This process can also be applied to digital channels like live chat, email, and social media.
In contact centre and customer service environments, skills-based routing can:
- Reduce call transfers by connecting customers to the right agent from the start.
- Improve first contact resolution (FCR) rates.
- Shorten handling times by matching enquiries with experienced staff.
- Enhance customer satisfaction through faster and more relevant support.
Effective skills-based routing requires accurate and up-to-date skills mapping for each agent, as well as regular review of routing rules to reflect changing business needs.
Overly rigid rules can lead to bottlenecks, so balancing precision with flexibility is key.
Why Skills-Based Routing Matters
Skills-based routing improves efficiency and customer experience by ensuring each enquiry is handled by an agent best equipped to resolve it.
This reduces unnecessary transfers, speeds up resolution times, and increases overall service quality.
Related Terms:
- Automatic Call Distribution (ACD)
- Interactive Voice Response (IVR)
- First Contact Resolution (FCR)
- Call Routing
- Workforce Management (WFM)