![]() The customer finally gets answers after the third transfer. ![]() The billing specialist that receives the call only speaks English and finally transfers the call to a Spanish-speaking billing specialist. The Spanish-speaking support agent has expertise in ordering parts but knows little about billing, so the calls transfer to the billing department. The support agent that answers the phone realizes the customer needs to speak with a Spanish-speaking support agent and transfers the call. To compound the issue, your customer’s first language is Spanish. One of your best customers has a complex billing question. All that makes for a good customer experience. With skill-based routing, call transferring can be prevented and customers receive the help they need in their first call. Skill-based routing, also called skill-based distribution, is a modern phone system feature that picks up on customer data during incoming calls and automatically assigns them to agents with the skills needed to address their concerns. How Omni-Channel Routing Improves the Customer Experience What Is Automatic Call Distributor Routing?ġ5 Factors to Consider When Selecting an IVR System Skill-based routing (SBR) is a feature of modern phone systems that will help improve your first-call resolution rates and ensure a good customer experience at every touch point. There are a variety of ways to set up a phone system to route customer calls. With the benefit of skill-based routing, you can leave that issue in the past. Nothing frustrates customers more than being passed around from one sales or support agent to the next having to repeat their concern over and over again.
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